Senior Customer Care Executive

Responsibilities: Providing help and advice to customers using your organization’s policy and procedures Communicating courteously with customers by telephone, email, letter and face to face. Investigating and addressing customers' requests, which may be complex or long-standing problems that have been passed on to other departments Handling customer complaints or any major incidents resolves it up to the customer satisfaction Issuing refunds or compensation to customers by raising and exception form(case study) to the management for approval; Keep accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, were taken. Follow up to ensure that appropriate actions were taken on customers' requests. Refer unresolved customer grievances or special requests to designated departments for further investigation. Contact customers regarding overdue accounts and determine reasons for non-payment, coordinate customer credit changes with the collection/finance department. Maintain accurate records about customer’s payment status and follow up on delinquent customers and come up with various solution to be able to finalize the debt. Analyzing statistics or other data to determine the level of customer service our organization is providing. Developing customer service procedures, policies and standards for your organization or department. Meeting with his manager regularly to discuss possible improvements to customer care department. Learning about your organizations’ products or services and keeping up to date with changes.

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