Job Purpose
The Customer Care Executive will be responsible for providing professional, timely, and personalized customer support through chat and email channels. The role requires excellent written communication, strong customer focus, attention to detail, and the ability to consistently meet quality and productivity targets.
Key Responsibilities
Handle customer inquiries through chat and email in a courteous and professional manner.
Build rapport with customers and provide personalized support.
Provide accurate and consistent product and service information.
Probe, clarify, and verify customer information to understand and resolve customer needs.
Demonstrate empathy and maintain professionalism when handling challenging customers.
Accurately tag chats and emails in line with established guidelines.
Ensure all customer interactions meet quality, compliance, and service standards.
Identify customer experience or process gaps and escalate them to the Team Leader.
Use approved systems and tools to respond to customer inquiries effectively.
Adhere to assigned shifts, attendance requirements, and schedules.
Meet daily productivity, quality, and other performance KPIs.
Escalate complex or unresolved customer issues appropriately.
Prepare daily performance reports where required.
Support the onboarding and mentorship of new team members when assigned.
Keep up to date with product, process, and service changes.
Qualifications & Skills
Minimum Diploma or Bachelor’s Degree in a relevant field.
0–1 year of customer service experience; call centre or ecommerce experience is an added advantage.
Excellent written and spoken English.
Strong typing skills and computer literacy.
Proficiency in Microsoft Office applications.
Strong listening, probing, and problem-solving skills.
Ability to communicate clearly and professionally through written channels.
Strong emotional control and ability to remain calm under pressure.
Positive attitude, professionalism, and willingness to learn.
Ability to work effectively both independently and as part of a team.
Knowledge of additional local languages is an added advantage.
Behavioural Competencies
Customer Focus
Demonstrates empathy and professionalism.
Maintains a positive customer experience.
Understands and communicates product and service information accurately.
Teamwork
Works collaboratively with colleagues.
Supports team objectives.
Assists with onboarding and mentoring when required.
Communication
Communicates clearly and professionally.
Uses appropriate language, facts, and logic when responding to customers.
Performance Orientation
Consistently meets quality and productivity targets.
Takes ownership of individual performance.
Seeks support and takes corrective action where necessary.
Self-Management
Demonstrates accountability and enthusiasm.
Manages time effectively.
Maintains productivity during repetitive tasks.
Adaptability
Responds positively to changes in processes, products, and customer requirements.
Adapts effectively to new systems and working environments.
Work Conditions
Willingness to work in a 24/7 shift environment, including nights, weekends, and public holidays.
Willingness to work overtime when required by business needs.
Must be able to commute reliably to the assigned office location.
May be required to undergo periodic occupational health assessments.
Performance Measures
Performance will be assessed against, but not limited to:
Customer Satisfaction (CSAT)
Quality Assurance (QA)
Productivity / Chats Handled
Average Handling Time (AHT), where applicable
Attendance and Schedule Adherence
Accuracy of Chat/Email Tagging
Compliance
Escalation Accuracy
Overall Customer Experience
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