**Job Title: Customer Care Representative**
**Location: Raipur, Chhattisgarh**
**Department: Customer Support / Sales**
**Reports To: Customer Care Manager / Team Lead**
**Job Summary:**
The Customer Care Representative is responsible for delivering exceptional customer service through multiple communication channels, including calls, emails, chat, and in\-person interactions. The role involves addressing customer queries, resolving issues, retaining customers, supporting sales activities, and ensuring a positive customer experience across all touchpoints.
**Key Responsibilities:**
- **Handle Customer Calls (Inbound \& Outbound)**
- Manage high\-volume inbound and outbound calls in a timely manner.
- Follow communication scripts and processes when handling different topics.
- **Email \& Chat Support**
- Respond to customer queries and concerns via email and chat with accuracy and professionalism.
- Maintain response time and resolution benchmarks.
- **Sales Support**
- Promote and cross\-sell products or services based on customer needs.
- Meet or exceed sales and conversion targets as assigned.
- **Customer Retention**
- Identify opportunities to retain existing customers through excellent service and personalized offers.
- Handle cancellation requests and attempt to resolve underlying issues.
- **New Customer Onboarding / Visits**
- Assist with onboarding new customers and ensure smooth onboarding experiences.
- Conduct physical or virtual visits (if required) to build strong customer relationships.
- **Problem Solving \& Issue Resolution**
- Investigate and resolve customer complaints efficiently and effectively.
- Provide timely feedback and follow\-up to ensure complete customer satisfaction.
- **Escalation Handling**
- Escalate complex or unresolved issues to the appropriate team or manager in a timely manner.
- Track escalations to closure and ensure proper documentation.
- **Voice, Chat, and Email Process Management**
- Maintain quality and consistency across all communication channels.
- Adhere to service level agreements (SLAs) and customer experience guidelines.
- **Inbound and Outbound Process Management**
- Manage both proactive outbound interactions (e.g., follow\-ups, feedback calls) and reactive inbound queries.
- Maintain call logs and update customer records accurately in CRM systems.
**Required Skills \& Qualifications:**
- Excellent verbal and written communication skills.
- Strong interpersonal and problem\-solving abilities.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency with customer service software (e.g., CRM, ticketing tools).
- Sales\-oriented mindset with a focus on customer satisfaction.
- Previous experience in customer service, support, or telesales is preferred.
Job Types: Full\-time, Permanent, Fresher
Pay: ₹15,000\.00 \- ₹30,000\.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person