Customer Care Associate/executive

Customer Care Associate / Executive – Inbound Operations

Position Summary:

We are seeking a customer-focused Customer Care Associate / Executive to join our inbound BPO operations team. In this role, you will handle incoming calls, resolve customer queries, address complaints, and ensure high customer satisfaction levels while adhering to service level agreements (SLAs).

Key Responsibilities

 * Call Handling: Manage high volumes of incoming customer calls promptly, professionally, and empathetically.

 * Issue Resolution: Diagnose, troubleshoot, and resolve product or service queries, billing questions, and technical issues during the first contact whenever possible.

 * Documentation: Accurate and detailed logging of all call interactions, customer notes, and account updates in the CRM system.

 * Escalation Management: Escalate complex issues or unresolved complaints to team leads or senior management following standard operational procedures.

 * Quality & Performance: Meet or exceed key performance indicators (KPIs) including Average Handling Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), and call quality scores.

Required Qualifications & Skills

 * Experience: Minimum 1 year of experience in a BPO / Call Center environment handling inbound customer support.

 * Language Proficiency: Excellent command over spoken and written English, with neutral pronunciation and strong listening skills.

 * Customer Care Skills: Exceptional interpersonal skills, active listening, patience, problem-solving ability, and empathy.

 * Technical Aptitude: Proficiency in basic computer navigation, quick keyboard typing speed, and familiarity with CRM software.

 * Education: Diploma, Graduate, university degree in any field.

 * Flexibility: Willingness to work in flexible shifts, including weekends, nights, or holidays as operational requirements demand.