Customer Service Executive

Job Summary We are looking for a proactive and customer-obsessed Customer Care Executive to lead our customer support function. The role involves managing day-to-day customer interactions, improving service quality, handling escalations, and building a high-performing customer care team that delivers exceptional customer experiences across all touchpoints. Key Responsibilities Lead, train, and manage the customer care team (calls, emails, WhatsApp, chat, social media). Ensure timely and effective resolution of customer queries, complaints, and escalations. Monitor team performance through KPIs such as response time, resolution rate, CSAT, and NPS. Create and improve customer support SOPs, scripts, and workflows in the CRM backend tools for customer outreach Coordinate with internal teams (operations, logistics, sales, marketing, tech) to resolve issues efficiently. Handle high-priority or sensitive customer escalations personally. Supporting the team in revenue generation from Abandoned calls and also getting customer feedbacks through outbound calls Analyze customer feedback and identify recurring issues; Recommend process improvements. Ensure compliance with company policies and service quality standards. Manage customer care tools, CRM systems, and ticketing platforms. Handling of tools like Gokwik , Moenagage and website backend like shopify for effective customer notifications and problem solving Prepare regular reports on customer insights, trends, and performance metrics. Required Skills & Qualifications Bachelor’s degree in Business, Communications, or a related field. Needs to be fluent in English and Hindi 2-4 years of experience in customer service or customer experience roles. At least 1–2 years in a managerial or team-lead position. Strong people-management and coaching skills. Excellent verbal and written communication skills. Ability to stay calm under pressure and handle difficult situations. Experience with CRM tools (Freshdesk, Zendesk, Salesforce, etc.) is a plus. Strong problem-solving and analytical skills.