Customer Care Representative Senior

Location: Mumbai (Andheri)
Experience: 3–5 Years

Job Summary

The Customer Care Representative Senior is responsible for delivering exceptional customer service by managing complex customer inquiries, resolving escalated issues, and ensuring timely and accurate resolution while adhering to established processes and service standards.

This role requires an individual who can independently handle complex customer scenarios, exercise sound judgment, provide functional guidance to team members, support governance and quality initiatives, and act as a dependable backup to the Team Leader when required. The ideal candidate is customer-focused, detail-oriented, and committed to delivering an outstanding customer experience.

Key Responsibilities

• Handle complex customer inquiries, requests, and escalations across multiple communication channels.
• Resolve customer issues by applying established policies, procedures, and sound judgment while ensuring a superior customer experience.
• Identify exceptions, investigate root causes, and take appropriate action or escalate when necessary.
• Provide functional guidance and process-related support to team members on complex customer cases.
• Act as a Subject Matter Expert (SME) for process-related queries and support knowledge sharing within the team.
• Ensure compliance with internal policies, standard operating procedures (SOPs), quality standards, and service level agreements (SLAs).
• Support governance, quality, audit, and continuous improvement initiatives.
• Collaborate with internal stakeholders to ensure timely resolution of customer issues.
• Support the Team Leader with day-to-day operational activities and serve as a backup when required.
• Identify opportunities to improve processes, enhance customer experience, and drive operational excellence.

Required Qualifications

• Graduate in any discipline.
• 3–5 years of experience in Customer Service, Customer Care, Customer Support, Customer Operations, or Shared Services.
• Proven experience handling complex customer issues, escalations, and exception management.
• Experience providing functional guidance or mentoring team members.
• Strong problem-solving, analytical, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, customer-centric environment while maintaining high standards of quality and accuracy.

Preferred Skills

• Experience in Logistics, Supply Chain, Shared Services (GBS), E-commerce, BFSI, or other customer operations environments.
• Exposure to quality assurance, process governance, SLA management, and continuous improvement initiatives.
• Experience working as an SME or supporting Team Leads will be an added advantage.