Customer Care Executive

• *Company:** Yes Madam
• *Department:** Customer Support / Customer Experience
• *Location:** Noida Head Office
• *Experience:** 1–3 Years
• *Employment Type:** Full\-Time \| Work from Office
• *Working Days:** 6 Days a Week

Job Summary

Yes Madam is looking for a customer\-focused and proactive **Customer Support Executive** to handle customer queries, complaints, and service\-related concerns. The candidate will be responsible for providing excellent customer experiences, resolving issues promptly, and coordinating with internal teams to ensure smooth service delivery.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to customer queries through calls, emails, WhatsApp, and other communication channels.
• Resolve customer complaints, service\-related issues, and booking concerns.
• Assist customers with appointment scheduling, rescheduling, cancellations, and service\-related queries.
• Coordinate with city operations teams and service professionals to resolve customer issues.
• Follow up with customers to ensure timely resolution and customer satisfaction.
• Maintain accurate records of customer interactions, complaints, and resolutions in the CRM.
• Escalate complex issues to the concerned departments or reporting managers.
• Ensure adherence to company SOPs, service quality standards, and response timelines.
• Achieve daily and monthly performance targets.
• Collect customer feedback and identify opportunities to improve service quality.

Required Qualifications \& Experience

• Graduate in any discipline.
• 1–3 years of experience in customer support, customer service, or call centre operations.
• Excellent verbal and written communication skills.
• Good command of Hindi and English.
• Basic knowledge of MS Excel, CRM tools, and computer operations.
• Strong problem\-solving and customer\-handling abilities.
• Ability to work in a fast\-paced environment.

Preferred Candidate Profile

• Experience in BPO, E\-commerce, D2C, or customer service operations.
• Strong listening and interpersonal skills.
• Patient, professional, and customer\-oriented approach.
• Ability to handle difficult customers and escalations.
• Comfortable working in rotational shifts, if required.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Query Resolution Rate
• First Call Resolution (FCR)
• Call Quality and Productivity
• Customer Complaint Resolution Time
• SLA Adherence

• *Interested candidates** with relevant customer support experience are encouraged to apply.

• *Work Mode:** Work from Office \| 6 Days a Week

Pay: Up to ₹30,000\.00 per month

Benefits

• Health insurance
• Leave encashment
• Provident Fund

Work Location: In person