The Customer Care Executive is responsible for addressing customer complaints across multiple channels. The role involves investigating issues, coordinating with relevant internal departments for resolution, and timely communication with customers. Additionally, the position includes following up on low-score survey responses to recover customer satisfaction and contribute to process improvement. The Customer Care Executive plays a key role in enhancing customer experience and supporting the organization's commitment to service excellence.
Principal Accountabilities
1. Complaint Handling
Receive and manage customer complaints through various channels, including phone, email, chat, and social media.
Investigate issues thoroughly and coordinate with relevant departments (Service, Sales, Parts, etc.) to ensure timely resolution.
Maintain professional, empathetic, and solution-oriented communication with customers throughout the complaint process.
2. Survey Follow-up & Service Recovery
Contact customers who provided low survey scores to understand the reason for dissatisfaction.
Take corrective action or escalate cases to ensure recovery and improvement of customerexperience.
Document all feedback and follow-up outcomes accurately in the CRM or complaintmanagement system.
3. Documentation & Reporting
Log all customer interactions, complaints, and recovery actions in the system with complete and accurate details.
Assist in preparing reports on complaint trends, survey results, and recovery performance.
4. Coordination & Communication
Collaborate with internal departments to resolve customer concerns effectively and within agreed service levels.
Ensure regular updates are provided to customers on the progress of their complaints or cases.
5. Continuous Improvement & Customer Experience
Contribute ideas and feedback to improve complaint handling and recovery processes.
Demonstrate a customer-first attitude and maintain a high level of professionalism in all interactions.
Required Qualifications
Diploma/Bachelor Degree in a relevant field of study
3+ years of experience out of which at least 1 year needs to be within Customer Care
Vehicles Technical knowledge is an advantage
* Excellent customer handling / soft skills
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