Customer Care Associate

• *Job Title: Customer Care Associate**

• *Location: Mumbai, Maharashtra**

• *Department: Customer Support / Sales**

• *Job Summary:**

The Customer Care Associate is responsible for delivering exceptional customer service through multiple communication channels, including calls, emails, chat, and in\-person interactions. The role involves addressing customer queries, resolving issues, retaining customers, supporting sales activities, and ensuring a positive customer experience across all touch points.

• *Key Responsibilities:**

• **Handle Customer Calls (Inbound \& Outbound)**
• Manage high\-volume inbound and outbound calls in a timely manner.
• Follow communication scripts and processes when handling different topics.
• **Email \& Chat Support**
• Respond to customer queries and concerns via email and chat with accuracy and professionalism.
• Maintain response time and resolution benchmarks.
• **Sales Support**
• Promote and cross\-sell products or services based on customer needs.
• Meet or exceed sales and conversion targets as assigned.
• **Customer Retention**
• Identify opportunities to retain existing customers through excellent service and personalized offers.
• Handle cancellation requests and attempt to resolve underlying issues.
• **New Customer Onboarding / Visits**
• Assist with onboarding new customers and ensure smooth onboarding experiences.
• Conduct virtual visits (if required) to build strong customer relationships.
• **Problem Solving \& Issue Resolution**
• Investigate and resolve customer complaints efficiently and effectively.
• Provide timely feedback and follow\-up to ensure complete customer satisfaction.
• **Escalation Handling**
• Escalate complex or unresolved issues to the appropriate team or manager in a timely manner.
• Track escalations to closure and ensure proper documentation.
• **Voice, Chat, and Email Process Management**
• Maintain quality and consistency across all communication channels.
• Adhere to service level agreements (SLAs) and customer experience guidelines.
• **Inbound and Outbound Process Management**
• Manage both proactive outbound interactions (e.g., follow\-ups, feedback calls) and reactive inbound queries.
• Maintain call logs and update customer records accurately in CRM systems.

• *Required Skills \& Qualifications:**

• Excellent verbal and written communication skills.
• Strong interpersonal and problem\-solving abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency with customer service software (e.g., CRM, ticketing tools).
• Sales\-oriented mindset with a focus on customer satisfaction.
• Previous experience in customer service, support, or telesales is preferred.

Pay: ₹25,000\.00 \- ₹40,000\.00 per month

Work Location: In person