Job Summary Houston Skilled Consultancy is looking for a warm, articulate, and highly organized Customer Care Executive to deliver delightful, first-contact resolution to our customers over phone, email, and chat — strictly during day shifts. You will be the voice of our brand, responsible for resolving queries, educating customers, and ensuring every interaction ends with a smile. While we welcome applicants of all genders, we are actively encouraging women to apply to strengthen gender representation in our customer-facing team. We remain an equal opportunity employer. Key Responsibilities • * Handle inbound and outbound customer calls, emails, and chats with professionalism and empathy. • * Diagnose customer issues quickly and provide accurate, actionable solutions (First Call Resolution focus). • * Log every interaction in the CRM with complete and correct details. • * Escalate complex/critical cases to the appropriate internal teams, following defined SLAs. • * Follow up with customers proactively to ensure problem closure and satisfaction. • * Track and achieve individual and team KPIs such as CSAT, AHT, FCR, and SLA adherence. • * Provide feedback to management on recurring issues, process gaps, and customer pain points. • * Maintain updated knowledge of products, policies, processes, and promotions. • * Participate in regular training, quality audits, and performance reviews. • * Uphold data privacy, security, and compliance standards at all times. • Required Skills and Qualifications • * Education: Graduate in any discipline (Undergraduates with strong communication skills may also apply). • * Communication: Excellent spoken and written English; proficiency in Hindi or regional languages is a plus. • * Customer Handling: Strong customer empathy, problem-solving ability, and objection-handling skills. • * Tech Proficiency: Comfortable using CRM tools, ticketing systems, MS Office/Google Workspace. • * Process Orientation: Ability to follow scripts, SOPs, and quality guidelines without deviation. • * Typing Speed: 30+ WPM with high accuracy (for chat/email roles). • * Professionalism: Calm under pressure, punctual, and reliable. • Experience • * 0–3 years of experience in customer service/support/contact center roles (voice/non-voice). • * Freshers with excellent communication and a customer-first mindset are welcome. • * Prior experience in BPO/KPO, D2C, EdTech, Healthcare, E-commerce, BFSI, or Telecom support is an advantage. • Working Hours • * Day Shift Only: (e.g., 9:30 AM – 6:30 PM IST) • * Work Days: (e.g., 6 days a week with rotational/weekend offs OR 5-day week – specify as applicable) • * Occasional extended hours during peak periods, with overtime benefits as per policy. • Knowledge, Skills & Abilities (KSAs) • * Knowledge: Customer service best practices, call etiquettes, ticket lifecycle, escalation matrix, data privacy norms. • * Skills: Active listening, persuasive communication, time management, rapport building, multi-tasking. • * Abilities: Work independently and in teams, adapt quickly to new tools/processes, maintain high accuracy and attention to detail. • Benefits • * Competitive salary with performance-based incentives/bonuses. • * Provident Fund/ESI/Medical Insurance (as per company policy). • * Structured onboarding & continuous training programs. • * Career growth pathways into Quality, Training, Team Leadership, or Operations. • * Paid leaves, festival holidays, and attractive attendance rewards. • * Employee engagement programs and a supportive, inclusive work culture. • Why Join Houston Skilled Consultancy • * Be part of a customer-obsessed, fast-growing organization. • * Stable day-shift role with a strong focus on work-life balance. • * Clear performance metrics and transparent career progression. • * Collaborative leadership, mentorship, and continuous learning culture. • * Opportunity to shape processes and directly influence customer happiness. • How to Apply Send your updated resume and a short voice note (optional) introducing yourself to email us. Subject Line: Application – Customer Care Executive (Day Shift) Please include: • Total & relevant experience (if any) • * Current & expected CTC • * Notice period/availability • * Preferred work mode (On-site/Hybrid/Remote) • * Languages known • Only shortlisted candidates will be contacted for the next steps (assessment + interview).