Purpose of the Role

The Customer Care Executive (Inbound/Outbound) will be responsible for managing customer interactions across multiple communication channels, ensuring exceptional service delivery and positive customer experiences.

The role involves handling inbound inquiries, resolving complaints, conducting outbound follow-ups, supporting retention initiatives, and maintaining accurate customer records. The position plays a critical role in strengthening customer relationships, improving service quality, and driving customer satisfaction.

Key Responsibilities

Inbound Customer Support

• Handle incoming calls, emails, WhatsApp messages, and other communication channels professionally and promptly.
• Respond to customer inquiries regarding services, schedules, billing, and general information.
• Resolve customer complaints efficiently while maintaining professionalism and empathy.
• Escalate complex issues to relevant departments and ensure timely resolution.

Outbound Customer Engagement

• Conduct follow-up calls to confirm service satisfaction and issue resolution.
• Perform outbound calls for customer retention, feedback collection, and service reminders.
• Support upselling or cross-selling initiatives where appropriate.
• Follow up on pending payments or documentation where required.

Customer Relationship Management

• Maintain accurate and up-to-date records in the CRM system.
• Monitor service tickets and ensure closure within agreed timelines.
• Track customer complaints and identify recurring issues for process improvement.
• Support client onboarding by guiding customers through service procedures.

Reporting & Performance Tracking

• Maintain daily call logs and service reports.
• Meet defined KPIs such as response time, resolution time, call handling time, and customer satisfaction targets.
• Provide feedback to supervisors on recurring customer concerns.

Compliance & Professional Conduct

• Adhere to company communication standards and policies.
• Ensure confidentiality and data protection compliance.
• Maintain a positive brand image in all customer interactions.

Academic Qualifications

• Diploma or Degree in Customer Service, Business Administration, Communications, or a related field.

Experience Requirements

• Minimum 1–3 years’ experience in customer service, call center, or client support role.
• Experience handling both inbound and outbound calls.
• Experience using CRM systems and call management tools is an added advantage.

Knowledge & Skills

• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• High emotional intelligence and customer empathy.
• Good data entry and documentation skills.
• Time management and multitasking ability.
• Basic sales and negotiation skills (for outbound engagement).
• Proficiency in MS Office and CRM systems.

Core Competencies

• Customer-focused mindset.
• Strong attention to detail.
• Ability to work under pressure.
• Team player with positive attitude.
• Results-oriented and proactive.