Customer Care Executive
Fusion CX
Date: 2 weeks ago
City: Bengaluru, Karnataka
Contract type: Full time
This job is provided by apna.co Job Description - Customer Service Associate
Key Responsibilities-
Key Responsibilities-
- Serve as the first point of contact for customer order-related inquiries through phone, email, and chat.
- Perform triage and resolution of service/order-related requests, ensuring timely and accurate updates.
- Manage transactional queues related to scheduling, order status, and account information.
- Monitor and respond to incoming customer emails and chats with clarity and professionalism.
- Make outbound calls and receive inbound contacts to ensure timely resolution of customer queries.
- Identify and escalate cases that fall beyond Tier 1 support scope.
- Coordinate with internal departments to resolve order constraints and delays.
- Ensure each issue is fully resolved and documented with attention to compliance and accuracy.
- Contribute feedback to internal product, service, and operations teams for process improvement.
- Deliver high-quality service while meeting KPIs such as customer satisfaction, first contact resolution, and response time.
- 0–1 years of experience in a call center or customer service environment (Telecom experience preferred).
- Strong verbal and written communication skills in English.
- Comfortable handling challenging situations with professionalism and empathy.
- Demonstrated ability to listen actively, gather relevant details, and build rapport with customers.
- Proficient with Microsoft Office tools and digital communication platforms.
- Detail-oriented, organized, and capable of working under pressure.
- Understanding of order lifecycle management and customer support workflows.
- Ability to work towards performance goals and quality metrics as a customer service associate.
- Strong problem-solving skills and a sense of urgency in task execution.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Familiarity with CRM tools and ticketing systems is a plus.
- US Shift (Night shift hours)
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