Customer Service Executive

Role: Customer Service Executive

About the Role

The Customer Care Executive will serve as a primary point of contact for customers using the Smart Structure platform, handling inquiries and resolving issues related to product selection, ordering, delivery, and app usage. This is a full-time, on-site role based in the Kolkata metropolitan area.

Key Responsibilities

• Respond to customer calls, chats, and emails.
• Provide clear information about products and services.
• Ensure timely resolution of complaints or service requests.
• Coordinate with internal teams and dealers to track orders.
• Follow up on escalations.
• Maintain accurate records of customer interactions.
• Gather feedback.
• Suggest improvements.
• Promote appropriate products or services when relevant.

Qualifications & Skills

• Strong customer-facing skills, including Customer Support, Customer Service, and a focus on Customer Satisfaction.
• Excellent Communication abilities, both verbal and written, with clear, professional, and empathetic interaction style.
• Basic Sales skills to identify customer needs, recommend suitable products, and support cross-selling or upselling when appropriate.
• Ability to manage multiple inquiries, prioritize tasks, and work effectively in a fast-paced, on-site environment.
• Comfort using mobile apps, CRM tools, and standard office software for documenting and tracking customer interactions.
• Strong problem-solving attitude.
• Willingness to learn.
• Commitment to providing inclusive and respectful service to all customers.

Experience & Education

• Previous experience in customer care, call center operations, or support roles is an advantage, preferably in e-commerce, retail, or building materials.
• Minimum educational qualification: high school diploma.
• A bachelor’s degree in business, commerce, or a related field is preferred.