The Customer Care Executive (Inbound/Outbound) will be responsible for managing customer interactions across multiple communication channels, ensuring exceptional service delivery and positive customer experiences.

The role involves handling inbound inquiries, resolving complaints, conducting outbound follow-ups, supporting retention initiatives, and maintaining accurate customer records. The position plays a critical role in strengthening customer relationships, improving service quality, and driving customer satisfaction.

• Diploma or Degree in Customer Service, Business Administration, Communications, or a related field.
  

Experience Requirements

• Minimum 1–3 years’ experience in customer service, call center, or client support role.
  
• Experience handling both inbound and outbound calls.
  
• Experience using CRM systems and call management tools is an added advantage.
  

Knowledge & Skills

• Excellent verbal and written communication skills.
  
• Strong listening and problem-solving abilities.
  
• High emotional intelligence and customer empathy.
  
• Good data entry and documentation skills.
  
• Time management and multitasking ability.
  
• Basic sales and negotiation skills (for outbound engagement).
  
• Proficiency in MS Office and CRM systems.
  

Inbound Customer Support

• Handle incoming calls, emails, WhatsApp messages, and other communication channels professionally and promptly.
  
• Respond to customer inquiries regarding services, schedules, billing, and general information.
  
• Resolve customer complaints efficiently while maintaining professionalism and empathy.
  
• Escalate complex issues to relevant departments and ensure timely resolution.
  

Outbound Customer Engagement

• Conduct follow-up calls to confirm service satisfaction and issue resolution.
  
• Perform outbound calls for customer retention, feedback collection, and service reminders.
  
• Support upselling or cross-selling initiatives where appropriate.
  
• Follow up on pending payments or documentation where required.
  

Customer Relationship Management

• Maintain accurate and up-to-date records in the CRM system.
  
• Monitor service tickets and ensure closure within agreed timelines.
  
• Track customer complaints and identify recurring issues for process improvement.
  
• Support client onboarding by guiding customers through service procedures.
  

Reporting & Performance Tracking

• Maintain daily call logs and service reports.
  
• Meet defined KPIs such as response time, resolution time, call handling time, and customer satisfaction targets.
  
• Provide feedback to supervisors on recurring customer concerns.
  

Compliance & Professional Conduct

• Adhere to company communication standards and policies.
  
• Ensure confidentiality and data protection compliance.
  
• Maintain a positive brand image in all customer interactions.