Customer Service Executive

**Job Summary** We are looking for a proactive and customer\-obsessed **Customer Care Executive** to lead our customer support function. The role involves managing day\-to\-day customer interactions, improving service quality, handling escalations, and building a high\-performing customer care team that delivers exceptional customer experiences across all touchpoints. **Key Responsibilities** * Lead, train, and manage the customer care team (calls, emails, WhatsApp, chat, social media). * Ensure timely and effective resolution of customer queries, complaints, and escalations. * Monitor team performance through KPIs such as response time, resolution rate, CSAT, and NPS. * Create and improve customer support SOPs, scripts, and workflows in the CRM backend tools for customer outreach * Coordinate with internal teams (operations, logistics, sales, marketing, tech) to resolve issues efficiently. * Handle high\-priority or sensitive customer escalations personally. * Supporting the team in revenue generation from Abandoned calls and also getting customer feedbacks through outbound calls * Analyze customer feedback and identify recurring issues; Recommend process improvements. * Ensure compliance with company policies and service quality standards. * Manage customer care tools, CRM systems, and ticketing platforms. Handling of tools like Gokwik , Moenagage and website backend like shopify for effective customer notifications and problem solving * Prepare regular reports on customer insights, trends, and performance metrics. **Required Skills \& Qualifications** * Bachelor’s degree in Business, Communications, or a related field. * Needs to be fluent in English , Tamil and Hindi * 2\-4 years of experience in customer service or customer experience roles. * At least 1–2 years in a managerial or team\-lead position. * Strong people\-management and coaching skills. * Excellent verbal and written communication skills. * Ability to stay calm under pressure and handle difficult situations. * Experience with CRM tools (Freshdesk, Zendesk, Salesforce, etc.) is a plus. * Strong problem\-solving and analytical skills.