Senior Customer Care Executive – Inbound (English)

About the role

We are looking for an experienced Senior Customer Care Executive to join our 24/7 inbound support team in Pune. The role involves handling English-language customer interactions across phone, chat, email and WhatsApp while supporting multiple departments.

Key responsibilities

• Respond promptly and professionally to customer inquiries via phone, chat, email and WhatsApp.
• Provide accurate information, resolve issues efficiently and maintain high customer satisfaction.
• Manage WhatsApp administration tasks such as message routing, escalation and reporting.
• Collaborate with cross-functional teams to address complex queries and adapt to different departmental processes.
• Maintain detailed records of all interactions and meet performance metrics for response time, resolution rate and feedback.
• Participate in rotational shifts, including weekends and holidays.

Required profile

• Minimum 3 years of experience in customer service or support roles.
• Bachelor’s degree or equivalent in any discipline.
• Strong verbal and written English communication; additional languages are a plus.
• Flexibility to work rotational shifts and support various departments.
• Problem-solving mindset with a customer-first attitude.

Required skills

• Proficiency with CRM tools.
• Experience using chat platforms.
• Familiarity with email systems.
• Knowledge of WhatsApp Business or similar messaging platforms.