Customer Care Executive

Primary SkillsCollection, CRM, Cus..Job Description

• *Job Description**

Customer Service Executive

• *Department:** Corporate Customer Service
• *Reports To:** Corporate Customer Service Team Lead / Manager
• *Location:** Kochi , India
• *Employment Type:** Full\-Time

• *Job Summary**

The Customer Service Executive will manage customer interactions across calls (inbound and outbound), emails, chat, and other service channels, resolve queries and complaints, and drive revenue through upselling and cross\-selling of check\-up packages. The ideal candidate will be a strong communicator who can balance excellent service delivery with sales targets, while adhering to defined guidelines, call tagging processes, and quality standards set by the Corporate Customer Service team.

• *Key Responsibilities**

• *Customer Service (Omnichannel)**

• Handle inbound customer calls, addressing queries, complaints, and service requests professionally and efficiently.
• Make outbound calls for follow\-ups, feedback collection, and customer assistance.
• Manage customer interactions over chat, ensuring prompt and accurate resolution.
• Manage customer emails and ensure timely, accurate responses.
• Respond to and manage customer interactions across other assigned service channels as required.
• Coordinate with internal teams for issue resolution, ensuring end\-to\-end customer support and closure across all touchpoints.
• Follow standard operating procedures, guidelines, and call/interaction tagging \& documentation protocols as defined by the corporate customer service team.

• *Sales \& Conversions**

• Meet defined sales targets by upselling and cross\-selling health check\-up packages during customer interactions.
• Convert customer inquiries into confirmed bookings.
• Follow up with prospective and existing customers as per the defined sales/service process.
• Identify and act on upselling/cross\-selling opportunities wherever applicable, while maintaining a positive customer experience.

• *Data \& Reporting**

• Maintain accurate lead and customer records; update CRM/system regularly.
• Ensure all calls are appropriately tagged and documented as per process requirements.
• Report performance metrics and escalations to the reporting manager as required.

• *Mandatory Skills \& Qualifications**

• Fluent communication in **English and Telugu (mandatory).**
• Good verbal and written communication skills.
• Prior experience in customer service/call center operations preferred.
• Strong interpersonal skills with a customer\-centric approach.
• Good knowledge of MS Office and CRM applications.
• Ability to multitask and work effectively in a target\-oriented, multi\-channel (calls, email, chat) environment.
• Sales orientation with the ability to identify and convert upselling/cross\-selling opportunities.

• *Key Performance Indicators**

• Call handling quality and adherence to guidelines/tagging protocols
• Customer query/complaint resolution turnaround time
• CRM/lead record accuracy and update timeliness
• Upselling/cross\-selling conversion rate
• Booking conversion rate
• Customer satisfaction scores

Pay: ₹18,000\.00 \- ₹23,000\.00 per month

Language

• English (Required)
• Telugu (Required)

Work Location: In person