Email Support Executive

Company: Provilac

Location: Pune

Experience: 3- 5 years

About the Role

We are looking for an experienced Customer Care professional to handle escalated customer complaints, resolve difficult cases, and ensure a positive customer experience. The role involves communicating with customers, coordinating with internal teams, and ensuring complaints are resolved on time.

Key Responsibilities

• Handle customer complaints received through email, WhatsApp, social media, chat and other channels.
• Resolve escalated complaints that the regular Customer Care team is unable to handle.
• Call customers when required, explain solutions and follow up until their issues are resolved.
• Maintain accurate records of complaints and their resolutions in the CRM.
• Coordinate with Logistics, Sales and Quality teams to resolve customer issues.
• Identify recurring complaints and suggest ways to prevent them.
• Prepare basic reports on complaints and their resolution.
• Support and guide junior Customer Care team members and help train new joiners.

Required Skills

• Excellent written and verbal communication skills.
• Strong email drafting and formal English writing skills.
• Good problem-solving and customer-handling abilities.
• Patience, empathy and the ability to handle dissatisfied customers.
• Knowledge of CRM tools, MS Excel and customer service software.
• Ability to analyse complaint trends and prepare reports.
• Ability to guide and support junior team members.

Qualifications & Experience

• Graduate in any discipline; Business Administration or Commerce preferred.
• 35 years of experience in Customer Service, Customer Care, BPO/KPO or FMCG.
• At least 2 years of experience in complaint handling or complaint management.
• Experience in the FMCG or dairy industry is preferred.