Customer Care Executive

Job Overview

Join Digitide Solutions Limited in Kolkata as a Customer Care Executive, engaging with customers to resolve queries via inbound/outbound calls and emails. This role involves guiding customers by providing detailed product and service information, addressing their needs comprehensively, and ensuring a seamless communication experience.

Primary Responsibilities

• Respond to inbound and make outbound voice calls or communicate through email to resolve customer inquiries.
• Analyze and understand customer requirements effectively.
• Explain product and service features along with their benefits clearly to customers.
• Deliver end-to-end resolutions ensuring customer satisfaction.
• Utilize probing questions to gather accurate information from customers.
• Record all customer-provided information promptly and accurately.
• Follow up with brands according to the escalation process until issues are resolved.
• Maintain updated knowledge about products, processes, and client services.
• Strictly adhere to quality standards and standard operating procedures.
• Collaborate seamlessly with team members, subject matter experts, and team leaders.
• Maintain full compliance with assigned work schedules.
• Escalate calls to supervisors or managers when necessary.
• Manage difficult or demanding customers with tact and professionalism.

Required Skills and Competencies

• Typing speed of at least 15 words per minute with minimum 75% accuracy.
• Comfortable with computer usage and have basic internet navigation skills.
• Strong orientation towards processes and systems.
• Communicate in English and Hindi at an average to good proficiency level.
• Exhibit polite telephone manners and a customer-focused attitude.
• Demonstrate enthusiasm and willingness to acquire new knowledge and skills.