Sr. Executive - Customer Care Management

Job Summary: We at Ambuja Neotia are seeking for a highly incumbent motivated and skilled Senior Executive - Customer Care Management to join our dynamic team in Siliguri. The successful candidate will play a key role in delivering exceptional customer care services, ensuring the smooth communication between internal teams and external customers. This role demands a keen understanding of customer needs, strong interpersonal skills, and proficiency in MS Office applications. Key Responsibilities:

• Manage and oversee the customer care operations in Siliguri, ensuring timely and efficient resolution of customer queries, complaints, and requests.
• Act as the primary point of contact for customer inquiries, ensuring that all communication is handled professionally, clearly, and promptly.
• Ensure excellent customer service delivery by adhering to company standards, procedures, and policies.
• Maintain effective communication with internal teams (sales, marketing, operations) to resolve customer issues and improve overall satisfaction.
• Liaise with external stakeholders, including clients and vendors, to ensure smooth communication and service delivery.
• Prepare reports, presentations, and other relevant documentation to support customer care activities, utilizing proficiency in MS Office (Word, Excel, PowerPoint).
• Identify areas of improvement in customer care processes and implement solutions to enhance the customer experience.
• Regularly monitor customer feedback and conduct surveys to assess satisfaction levels and identify improvement opportunities.
• Coordinate with the Customer Care team in Kolkata to ensure consistency and alignment in service delivery.
• Ensure proper documentation and record-keeping for all customer interactions and transactions.
• Assist in training and mentoring junior customer care staff to ensure high-quality service delivery.

• Educational Qualification : Bachelor’s degree in Business Administration, Communications, or related field.
• Experience : Minimum 3-5 years of experience in customer care or customer service roles, with exposure to team coordination and customer relationship management.
• Technical Skills :
• Proficient in MS Office applications (Word, Excel, PowerPoint).
• Familiarity with CRM tools and customer service software is an advantage.
• Key Competencies :
• Strong verbal and written communication skills with the ability to interact professionally with both internal and external stakeholders.
• Good problem-solving skills with a focus on customer satisfaction.
• Ability to multitask and manage multiple responsibilities simultaneously.
• Strong attention to detail and organizational skills.
• Ability to work independently as well as part of a team.

• Excellent interpersonal skills and the ability to build and maintain relationships.
• Proactive, positive, and customer-centric approach to problem-solving.
• Ability to work under pressure and handle challenging situations with professionalism.
• Willingness to continuously learn and adapt to changing business needs.

• Competitive salary and benefits package.
• Opportunity to work with a reputed organization with a focus on customer excellence.
• Career growth and development opportunities.