Customer Care Executive

Role Summary:

We are hiring Customer Service Executives under the Universal Support model. In this role, you will

handle customer queries and issues across all major channels inbound and outbound voice calls,

chats, emails, and social media supporting both direct customers and store teams. Based on

business needs, you may be assigned to a specific Line of Business (LOB).

This is a multi-skilled role that requires flexibility, adaptability, and strong customer orientation.

Key Responsibilities:

• Interact with customers through voice, chat, email, and social media platforms.

• Resolve queries related to products, orders, returns, exchanges, delivery issues, and general

support.

• Make outbound calls for follow-ups, feedback collection, and issue resolution.

• Coordinate with internal teams to ensure timely resolution of escalated or complex issues.

• Support in-store teams in resolving customer escalations received via retail channels.

• Maintain detailed and accurate records of each interaction in CRM systems.

• Follow standard operating procedures (SOPs), quality standards, and compliance policies.

• Stay updated with product knowledge, ongoing promotions, and process updates.

Key Performance Indicators (KPIs):

• Customer Satisfaction Score (CSAT) Maintain high customer satisfaction through quality

service.

• Average Handling Time (AHT) Efficiently manage time across all interactions.

• First Contact Resolution (FCR) Resolve customer issues within the first contact wherever

possible.

• Response Time (TAT) Ensure timely responses across email, chat, and social media.

• Quality Score Adhere to SOPs, communication protocols, and accuracy guidelines.

• Schedule Adherence – Maintain shift discipline and punctuality.

• Daily Productivity – Meet daily targets across channels (calls, chats, emails, tickets).

• Escalation Rate – Minimize avoidable escalations through proactive resolution.

• Repeat Rate – Reduce repeat customer contacts by resolving issues completely.

• Reopen Rate – Ensure accuracy and completeness to avoid ticket reopening's.

• Case Management – Effectively manage open cases, follow-ups, and closures within SLA.

• Escalation Control – Flag genuine escalations while independently handling routine queries.

Note: All KPIs, targets and benchmarks will be defined on a monthly basis in line with business

goals and process requirements.

Required Skills & Qualifications:

• Education: Minimum HSC or Graduate in any discipline.

• Experience: Minimum 1 year of experience in a customer service role

(voice/chat/email/BPO/e-commerce).

• Good communication skills in English; knowledge of regional languages is a plus.

• Comfortable with rotational shifts, including weekends and public holidays.

• Basic computer skills and familiarity with CRM tools, ticketing systems, and chat/email

platforms.

• Strong interpersonal skills, empathy, and a solution-oriented mindset.