Customer Care Associate

Job Description –

Job Title: Customer Care Associate

Location: Chennai

Employment Type: Full-Time

Payroll Company: IPS Group (Integrated Personnel Services)

Job Summary

The Customer Care Associate is responsible for delivering excellent customer service by handling inbound and outbound customer interactions through voice, email, and chat channels.

The role involves resolving customer queries and complaints, conducting customer feedback surveys, performing outbound follow-ups, and promoting products and services through effective tele-sales conversations.

The candidate must ensure a positive customer experience while achieving defined customer satisfaction, productivity, quality, survey completion, and sales targets.

Key Responsibilities -

1. Make outbound calls for customer follow-ups, service reminders, feedback surveys, lead qualification, and tele-sales campaigns.
2. Promote products, services, renewals, and value-added offerings using effective sales techniques.
3. Understand customer requirements and recommend suitable products or services.
4. Achieve outbound sales conversion, customer engagement, and survey completion targets.
5. Resolve customer complaints, service requests, and account-related queries within defined service levels.
6. Provide accurate information regarding products, services, pricing, and customer accounts.
7. Maintain accurate records of customer interactions, survey responses, sales outcomes, and follow-up activities in CRM systems.
8. Ensure compliance with company policies, regulatory requirements, and data privacy standards.
9. Maintain professionalism, empathy, and a customer-focused approach during every interaction.
10. Coordinate with internal teams to resolve customer issues and ensure timely closure.
11. Identify recurring customer concerns and provide feedback to support continuous process improvement.

Required Skills-

1. Strong customer service and relationship management abilities.
2. Good persuasion, negotiation, and objection-handling skills.
3. Ability to confidently deliver tele-sales pitches and influence customer decisions.
4. Strong outbound calling and customer engagement skills.
5. Ability to build rapport quickly and maintain positive customer relationships.
6. Good conflict resolution and problem-solving abilities.
7. Ability to multitask and work effectively in a fast-paced contact center environment.
8. Basic analytical and troubleshooting skills.
9. Proficiency in CRM applications, ticketing systems, and Microsoft Office applications.