Customer Care / Contact Centre Agent

📍 Location: Kochi, India (Supporting UAE Operations)

💼 Employment Type: Full-Time

About the Role

We are looking for a passionate and customer-focused Customer Care / Contact Centre Agent to join our Customer Care team. In this role, you will be responsible for managing customer inquiries, processing orders, resolving complaints, and supporting sales activities across multiple communication channels. You will play a key role in delivering an outstanding customer experience while achieving customer service and sales performance targets.

Key Responsibilities

Customer Care & Customer Service

Deliver exceptional customer care through phone, email, WhatsApp, social media, and other communication channels.
Respond to customer inquiries promptly, professionally, and courteously.
Provide accurate information regarding products, services, pricing, and company policies.
Ensure every customer interaction reflects the company's service standards and enhances customer satisfaction.

Order Management

Process customer orders, modifications, cancellations, refunds, and exchanges accurately.
Coordinate with Production, Stores, and Delivery teams to ensure timely order fulfillment.
Monitor order status and proactively communicate updates to customers.

Complaint Resolution

Handle customer complaints efficiently and professionally.
Identify root causes and provide timely resolutions.
Escalate complex issues to the appropriate departments and follow up until closure.
Maintain accurate records of complaints and resolutions.

Sales & Customer Retention

Convert customer inquiries into confirmed orders.
Recommend suitable products and services based on customer needs.
Promote seasonal campaigns, special offers, and new product launches.
Upsell and cross-sell products to maximize sales opportunities.
Follow up on quotations, pending orders, and abandoned inquiries to improve conversion rates.

Customer Relationship Management

Maintain accurate customer information in the CRM system.
Build strong customer relationships to encourage repeat business.
Gather customer feedback and share insights for continuous service improvement.

Performance & Quality

Achieve customer care KPIs, including response time, resolution time, customer satisfaction (CSAT), and sales conversion targets.
Ensure compliance with company policies, procedures, and quality standards.
Identify opportunities to improve customer service processes.
Support the Customer Care team in achieving departmental objectives.

Requirements

Experience

1–3 years of experience in Customer Care, Customer Service, Contact Centre, Call Centre, Telesales, or a similar customer-facing role.
Experience handling customer inquiries, complaints, and order management.
Experience in sales conversion, upselling, and cross-selling is preferred.
Experience in Hospitality, Food & Beverage, Retail, or related industries is an advantage.

Qualifications

Bachelor's Degree or Diploma in any discipline.
Proficiency in Microsoft Office and CRM/customer service systems.
Excellent verbal and written communication skills in English.

Skills & Competencies

Excellent customer care and customer service skills
Strong communication and interpersonal skills
Customer-focused mindset
Problem-solving and conflict-resolution abilities
Empathy and patience
Ability to multitask in a fast-paced environment
Team player with a positive attitude
Accountability and integrity
Results-oriented with strong analytical thinking

Compensation & Benefits

Gross Salary: Up to INR 30,000 per month
Performance Incentive: Attractive performance-based variable incentive
Accommodation: Company-provided accommodation
International Exposure: Support UAE customer operations while working from Kochi, India
Career Growth: Opportunities for learning, development, and career progression within a dynamic customer care environment.

📍 Location: Kochi jobs

Customer Care / Contact Centre Agent