In this Customer Care Executive role at Kaveri Services in Punjab, you will be the front-line support for customers. You will respond to inquiries across phone, email, chat, and other channels, actively listening to understand issues and providing accurate, timely, and professional resolutions. You must log, track, and update all customer interactions in the CRM or ticketing system. Complex cases require escalation to appropriate internal teams, with diligent follow-up to ensure closure. Adherence to defined service level agreements (SLAs) and key performance indicators (KPIs) while maintaining service quality is mandatory. Handling complaints with empathy and professionalism is crucial. You will also educate customers on products, services, policies, and processes, assist with order status, account queries, billing, and basic troubleshooting. Identifying recurring issues to share feedback for process improvement and strictly maintaining confidentiality while adhering to company policies are key responsibilities.