Customer Care Executive
Forever New
Experience
0–1 years
0–1 years
Locations
Gurgaon, Gurugram
Gurgaon, Gurugram
Website
Not Specified
Not Specified
Disabilities
Low Vision, Locomotor Disability, Dwarfism, Specific Learning Disabilities, Acid Attack Victim, Thalassemia, Hemophilia, Sickle Cell disease
Low Vision, Locomotor Disability, Dwarfism, Specific Learning Disabilities, Acid Attack Victim, Thalassemia, Hemophilia, Sickle Cell disease
Department
Customer service & Operations
Customer service & Operations
Industry
Retail and E-commerce
Retail and E-commerce
Educational qualification
Bachelors
Bachelors
Posted 3 hours ago
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Job Description
Job Summary:
Forever New is looking for a Customer Care Executive who excels in conversational English and is passionate about delivering exceptional customer experiences. The role involves handling customer interactions efficiently while meeting defined TATs (Turnaround Times) and SLAs (Service Level Agreements), and resolving customer grievances with empathy and professionalism.
Key Responsibilities:
- Handle inbound and outbound customer interactions via calls, emails, and chat.
- Demonstrate strong conversational English skills with clarity, confidence, and professionalism.
- Ensure customer delight by providing prompt, accurate, and empathetic responses.
- Adhere to defined TATs and SLAs for all customer queries and requests.
- Effectively handle customer grievances, ensuring timely resolution and escalation when required.
- Maintain detailed records of customer interactions in CRM systems.
- Follow standard operating procedures (SOPs) and quality guidelines.
- Collaborate with internal teams to resolve complex customer issues.
- Continuously identify opportunities to improve customer experience.
Key Skills & Competencies:
- Excellent spoken and written English (conversational fluency required)
- Strong customer-centric mindset
- Ability to manage TATs and SLA-driven environments
- Effective problem-solving and conflict resolution skills
- High level of empathy and patience
- Good listening and communication skills
- Ability to work under pressure and handle multiple queries
Qualifications & Experience:
- Graduate / Undergraduate (any discipline)
- 0–3 years of experience in customer service / call center / support roles
- Freshers with good English communication skills may also apply
Performance Metrics (KPIs):
- SLA & TAT adherence
- Customer Satisfaction Score (CSAT)
- First Call Resolution (FCR)
- Quality scores
- Grievance resolution time
What's on Offer:
- Competitive salary (Rs 25,000/- for freshers and those with up to 1 year of experience; for experienced professionals, basis performance)
- Growth and learning opportunities
- Dynamic and customer-focused work environment
