Customer Care Executive – Remote

Position Overview:

Our client is seeking a highly organized and customer-centric Customer Care Executive to establish and manage our customer care unit. The ideal candidate will build robust Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), ensuring exceptional customer service through chatbots and occasional calls. This role is integral to delivering a seamless customer experience and contributing to the client’s mission of revolutionizing financial well-being.

Key Responsibilities:

1. Customer Care Operations:

• Set up and manage the client’s customer care unit, ensuring a high standard of service delivery.
• Develop and implement SOPs and SLAs to streamline customer care processes and ensure consistency.

2. Chatbot and Call Management:

• Oversee and manage customer interactions via the client’s chatbot system, ensuring prompt and accurate responses.
• Handle escalated queries or complex issues that require direct intervention through calls.
• Regularly update chatbot scripts and workflows to improve efficiency and resolve common customer concerns.

3.Customer Support:

• Serve as the first point of contact for customer queries, providing timely and empathetic assistance.
• Resolve issues related to the client’s platform features, account setup, and services, maintaining high satisfaction levels.

4. Process Optimization:

• Continuously review and refine customer care processes to enhance efficiency and user experience.
• Monitor and analyze customer feedback to identify pain points and recommend improvements.

4. Reporting and Metrics:

• Track and report on key customer care metrics, such as response times, resolution times, and customer satisfaction scores (CSAT).
• Provide insights to management on trends and areas requiring attention.

5. Training and Knowledge Sharing:

• Train chatbot systems to handle a broader range of queries effectively.
• Share knowledge with team members to ensure consistent and informed responses across all channels.

5. Customer-Centric Approach:

• Foster a culture of customer-first thinking within the organization.
• Act as an advocate for customers, ensuring their voice is heard and their needs are prioritized in service delivery.

Requirements:

• Education: Bachelor’s degree in Business Administration, Communication, or a related field.
• Experience:
  • 2+ years of experience in customer service or a similar role, preferably within a tech or fintech company.
  • Experience in setting up or improving customer care units is a significant advantage.
•  Skills:
  • Strong understanding of chatbot management tools and systems.
  • Exceptional communication skills, both verbal and written.
  • Ability to develop and enforce SOPs and SLAs for customer service.
  • Analytical mindset with proficiency in customer service metrics and reporting.
  • Proficiency in CRM tools like Zendesk, Salesforce, or HubSpot is preferred.
• Personal Attributes:
  • Customer-focused with a problem-solving attitude.
  • Strong organizational and time management skills.
  • Ability to work independently and lead initiatives within the customer care domain.

 Why Join our client?

• • • Be part of a in building a robust customer care unit from the ground up.
    • Collaborate with a passionate team dedicated to customer success and innovative solutions.