Job Description

Customer Support: Customer Care Executives are responsible for providing prompt and courteous assistance to customers via various channels such as phone, email, chat, or in-person visits to retail outlets. They address customer inquiries, complaints, billing issues, service disruptions, and technical problems. Problem Resolution: They troubleshoot and resolve technical issues related to telecommunication services, including mobile networks, internet connectivity, landline phones, and television services. They may escalate complex problems to higher-level support teams for resolution. Billing and Account Management: Customer Care Executives handle billing inquiries, explain charges, and assist customers with account management tasks such as plan upgrades, downgrades, or changes in service features. They may also process payments, set up automatic billing, and address billing disputes. Product and Service Information: They provide information about telecom products, services, and promotions to customers, helping them choose the most suitable options based on their needs and preferences. They may also educate customers on how to use various features and functionalities. Sales and Upselling: In some cases, Customer Care Executives may be tasked with upselling or cross-selling additional services or products to existing customers. This could involve promoting new plans, add-ons, or accessories that complement the customer\'s current service. Documentation and Reporting: They maintain accurate records of customer interactions, including details of inquiries, complaints, resolutions, and any actions taken. They may also generate reports to track customer satisfaction metrics, service performance, and trends in customer inquiries. Compliance and Quality Assurance: Customer Care Executives ensure compliance with company policies, industry regulations, and quality standards in all customer interactions. They may undergo training to stay updated on product knowledge, service procedures, and compliance requirements. Customer Retention: They play a key role in retaining customers by providing excellent service, addressing concerns promptly, and offering solutions that meet the customer\'s needs. They may also participate in customer retention initiatives and loyalty programs.

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