Customer care executive

Job Description:

Company: Fatakpay Digital Private Ltd 1. Customer Query Handling: o Respond to customer queries and complaints through email promptly and professionally. o Provide accurate and complete information about products, services, and processes. o Resolve issues within the defined turnaround time (TAT) to ensure customer satisfaction. 2. Escalation Management: o Identify complex or unresolved issues and escalate them to higher-level teams for resolution. o Track escalations and ensure timely follow-up for closure. 3. Accurate Documentation: o Log all customer interactions, complaints, and resolutions accurately in the system or CRM tool. o Maintain clear and detailed communication records for future reference. 4. Product and Process Knowledge: o Develop in-depth knowledge of the company’s products, services, and procedures. o Stay updated on any process changes, company policies, and new offerings. 5. Performance Metrics: o Meet or exceed performance metrics, including email response time, resolution time, customer satisfaction (CSAT), and quality scores. o Handle a defined volume of email interactions daily while maintaining accuracy and quality. 6. Continuous Improvement: o Identify recurring issues or patterns in customer queries and share feedback with the team for process improvement. o Participate in regular training sessions to enhance email handling and customer service skills.