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Customer Care Executive – Female Candidates Preferred – Day Shift Only

Full–time and Part-time

Posted on: a month ago

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