Customer Care Executive

Fusion CX


Date: 12 hours ago
City: Bengaluru, Karnataka
Contract type: Full time
This job is provided by apna.co Job Description - Customer Service Associate

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.

Qualifications & Requirements

  • 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.

Desired Skills

  • 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.

Shift

  • US Shift (Night shift hours)

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