Customer Care Executive

As a Customer Care Executive, you will be responsible for providing excellent customer support across multiple communication channels and ensuring a smooth customer experience throughout the order journey.

• Handle customer queries through chat, email, and phone calls.
• Respond to customers professionally, accurately, and within the defined response time.
• Assist customers with product-related questions, customization queries, pricing, offers, and website-related issues.
• Help customers place orders or complete payments when required.
• Track and provide updates regarding order status, production, dispatch, delivery, and returns.
• Coordinate with internal teams such as production, logistics, accounts, and technical teams to resolve customer issues.
• Handle order modifications, cancellations, address changes, and other requests according to company policies.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Handle customer complaints patiently and professionally.
• Work towards resolving issues while maintaining a positive customer experience.
• Follow up with customers when required until the issue is resolved.
• Maintain accurate records of customer conversations, complaints, and resolutions.
• Assist potential customers who need help before placing an order.
• Guide customers towards suitable products and customization options.
• Follow up on incomplete orders, payment issues, or other opportunities when assigned.
• Support the team in improving customer conversion and retention.
• Maintain proper knowledge of yourprint.in products, services, policies, offers, and processes.
• Follow company communication guidelines and standard operating procedures.
• Identify recurring customer issues and report them to the management.
• Maintain professionalism and confidentiality while handling customer information.
• Be flexible to handle different types of customer support processes as required by the business.
• Excellent written and verbal communication skills in English and Hindi.
• Comfortable handling chat, email, and phone call processes.
• Good typing speed and ability to communicate clearly through written messages.
• Strong problem-solving and customer-handling skills.
• Ability to remain calm and professional while dealing with difficult or frustrated customers.
• Basic computer knowledge and ability to work with web-based systems, CRM, email, and order management platforms.
• Ability to multitask and manage multiple customer conversations simultaneously.
• Good attention to detail, especially while handling customer orders and customization requirements.
• Previous experience in e-commerce customer support, call centres, or customer service will be preferred.
• Willingness to learn about customized and print-on-demand products.
• Ability to work in a fast-paced environment and meet defined performance targets.
• Responsible, punctual, and capable of working effectively as part of a team.
• Graduate or equivalent qualification preferred.
• Experience with e-commerce platforms, CRM systems, WhatsApp/chat support, email support, or calling processes will be an advantage.
• Experience in handling order-related queries, delivery issues, returns, and customer complaints is preferred.

Ideal Candidate: Someone who is customer-focused, communicates clearly, learns quickly, takes ownership of problems, and can efficiently handle customers across chat, email, and phone calls.