Customer Care Executive

Job Summary

We are looking for a dynamic and customer-focused Customer Care Executive for our Beauty & Personal Care brand. The candidate will be responsible for handling customer queries, resolving complaints, providing product-related guidance, and ensuring an exceptional customer experience across all communication channels. The ideal candidate should possess excellent communication skills, empathy, patience, and a strong service-oriented attitude.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to customer queries through phone, email, WhatsApp, social media, and chat support.
• Provide accurate information regarding beauty and personal care products, usage, offers, and order status.
• Resolve customer complaints efficiently and ensure timely closure.
• Maintain proper records of customer interactions in CRM systems.
• Coordinate with logistics, sales, and operations teams for issue resolution.
• Ensure high customer satisfaction and positive brand experience.
• Follow up with customers regarding feedback and service quality.
• Assist in customer retention and relationship-building activities.
• Escalate critical customer concerns to the reporting manager when required.
• Support cross-selling and up-selling initiatives as per business requirements.
• Maintain professionalism and brand etiquette while interacting with customers.

Core Competencies

• Customer Relationship Management
• Effective Communication Skills
• Customer Query Resolution
• Complaint Handling & Escalation Management
• Product Knowledge Beauty & Personal Care
• Active Listening & Empathy
• Customer Retention & Satisfaction
• CRM Software Handling
• Telecalling & Email Etiquette
• Problem Solving Ability
• Multitasking & Time Management
• Social Media Customer Handling
• Team Collaboration
• Conflict Resolution Skills
• Service Orientation

Educational Qualification

• Graduate in any discipline.
• Additional certification in Customer Service or Communication will be preferred.

Experience

• 2-7 years of experience in customer care/customer support.
• Experience in Beauty, Cosmetics, Wellness, Skincare, FMCG, or Personal Care industry will be preferred.

Required Skills

• Excellent verbal and written communication skills.
• Good command over English, Hindi, and regional language(s).
• Basic computer knowledge and CRM handling experience.
• Strong interpersonal and relationship management skills.
• Ability to handle difficult customer situations calmly and professionally.

Preferred Attributes

• Pleasant personality with customer-centric attitude.
• Passion for beauty and personal care products.
• Ability to work in a fast-paced environment.
• Positive attitude and willingness to learn.

Location

Kolkata

Employment Type

Full-Time

Salary

As per company standards and experience.