Customer Care Executive Vacancy

Full time @Staffrite in Customer Experience , in Customer Service
  • Apply Before : April 22, 2023
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Job Detail

  • Job ID 7295
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Job Description

Position summary

The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA.

Key Performance Indicators

Inbound-Call Center

  • Attendance
  • Login hours
  • Internal Quality score
  • Product Knowledge Test score
  • Tagging accuracy and percentage


  • Attendance
  • Login hours
  • Internal Quality score
  • Product Knowledge Test score
  • Tagging accuracy and percentage
  • Attendance
  • Login hours
  • Internal Quality score
  • Product Knowledge Test score
  • Connect percentage for close looping or
  • Sales Revenue generated
  • Retaining Customers

Targets for the above KPIs will be as communicated by the business from time to time. These targets may vary in line with client SLAs.

Duties and responsibilities

  • Builds rapport with customers by handling each and every customer call in a courteous; and professional manner,
  • Ensures consistently imparts the correct product and services information during each call.
  • Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
  • Demonstrates appropriate levels of empathy; and provides customers with caring individualized attention.
  • Accurately tags each call as per defined tagging list/CRM tagging list.
  • Ensures that the quality of each call is in compliance with predefined quality parameters.
  • Ensures strict adherence to established attendance schedules and daily performance targets are met.
  • Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
  • Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.

Knowledge skills and experience

  • Bachelors of degree; with preference to Information Technology discipline.
  • Experience in telesales and collection required for Retention sub-process
  • Experience in troubleshooting routers and/or work experience at an Internet Service provider is a pre-requisite for Inbound process
  • Ability to adopt to a systematic approach by identifying and solving customers’ issue
  • Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
  • Good typing speed and computer skills, particularly with regard to Microsoft office applications
  • Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
  • Ability to work in a team environment
  • Ability to maintain a calm disposition particularly in stressful work situations.
  • Displays a positive attitude; ability to remain positive and energetic throughout a work day.
  • Updates self on comparative product and services

Work conditions

  • Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
  • Ability to work extra hours to meet business needs
  • To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
  • May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Center


This job description gives a general guideline, and therefore does not include an exhaustive list of all duties and responsibilities undertaken by jobholders of this position.

Behavioral Competencies

Customer Focus

  • Demonstrates good knowledge and understanding of products and services; including their benefits; usage and features
  • Projects self-confidence when dealing with customers
  • Presents a professional, friendly and caring image to the customer
  • Consistently seeks to provide high standards of customer service

Team work

  • Supports colleagues by assisting in customer contacts within area of expertise
  • Adheres to schedules by being punctual to work at all times, and recognises the impact of non-schedule adherence to team performance.
  • Provides on the job coaching and developmental support to new hires to facilitate quick learning.


  • Communicates effectively with customers; by adapting an appropriate communication style.
  • Communicates with logic and facts to persuade customers

Performance Focus

  • Consistent in meeting performance standards despite repetition of tasks
  • Keeps tracks of own results and achievements against target and takes corrective action where applicable
  • Proactively seeks assistance in an effort to improve own performance

Managing self

  • Demonstrates enthusiasm even when dealing with routine work.
  • Takes personal responsibility to develop self by setting own personal objectives and goals.


  • Identifies patterns on customer issues/queries; and suggests solutions to the Team Leader


  • Responds positively to changing work requirements or team changes to ensure effective work performance is maintained
  • Accepts and adapts to the changing work environment


  • Demonstrates high levels of integrity.

How To Apply

Interested and qualified candidates should forward their CV to: using the position as subject of email.

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