| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Entry level |
| Reports to | Customer Support Team Leader |
| Direct reports | None |
| Experience | Fresher or up to 2 years in customer care |
Customer Care Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Customer Care Executive
Department: Customer Support
Reports to: Customer Support Team Leader
Location: [City], [office, branch or site]
About the role
A Customer Care Executive looks after customers who call or write with questions, requests and complaints. They listen, resolve the issue or guide the customer, and leave them feeling helped. The role is about care and courtesy as much as resolution. A good Customer Care Executive resolves the customer's need politely and at first contact where possible, handles complaints with patience, keeps records accurate, follows the process and compliance rules, and consistently meets quality and resolution targets while keeping customers satisfied.
Key responsibilities
- Attend to customer calls and messages with questions, requests and complaints.
- Listen to the customer, understand the need, and resolve or guide accordingly.
- Handle complaints with patience and work towards a fair resolution.
- Follow the process and compliance rules on every interaction.
- Update the customer record and interaction outcome accurately in the system.
- Resolve at first contact where possible and escalate the rest correctly.
- Keep product and process knowledge current to help customers accurately.
- Meet quality, resolution and satisfaction targets for the role.
- Follow schedule and break adherence so the queue stays covered.
- Share recurring customer issues with the team leader for fixes.
Requirements
- Class 12 pass or a graduate
- Clear and polite communication
- Basic computer skills
- Fresher or up to 2 years in customer care
KRAs and KPIs for a Customer Care Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Quality | Quality scores on audited interactions above the target |
| Resolution | First-contact resolution at or above the target |
| Satisfaction | Customer satisfaction on interactions above the target |
| Productivity | Interactions handled per shift at or above the standard |
| Accuracy | Interaction records logged accurately for every contact |
Skills and tools
Tools used day to day: CRM, Telephony, Knowledge base, Ticketing platform, MS Office basics.
Reporting line and career path
Next roles: Senior Customer Support Executive, Complaint Resolution Officer, Customer Support Team Leader
Interview questions for a Customer Care Executive
- How do you make a customer feel cared for during a call?
- How do you handle a customer with a complaint?
- How do you resolve a request at first contact?
- What do you do when you cannot solve the customer's problem yourself?
- How do you keep calm with a rude customer?
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What does a Customer Care Executive do?
A Customer Care Executive looks after customers who call or write with questions, requests and complaints. They listen, resolve the issue or guide the customer, and handle complaints with patience. They keep records accurate, follow the process and compliance rules, resolve at first contact where possible, and meet quality and satisfaction targets while keeping customers satisfied.
What is the difference between a Customer Care Executive and a Customer Support Executive?
The roles overlap and titles vary by company. A Customer Care Executive often emphasises the relationship and courtesy of general customer contact, while a Customer Support Executive emphasises resolving specific issues and tickets, sometimes technical. In practice both help customers, follow a process, and are measured on quality and resolution.
What qualifications does a Customer Care Executive need?
A class 12 pass or a graduate degree with clear, polite communication and basic computer skills is usually enough. No prior experience is needed for many roles. Employers value patience, empathy and the willingness to help, since the job is about leaving customers feeling looked after while resolving their need.