Job Summary

Houston Skilled Consultancy is hiring experienced and motivated Senior Customer Care Executives for its Pune-based BPO operations. This position is ideal for professionals with a strong background in customer service and hands-on experience with CRM tools. As a Senior Executive, you will play a key role in handling escalated customer concerns, mentoring junior staff, and ensuring a superior service experience for clients in domestic and international processes.

Key Responsibilities

• Manage complex customer queries via phone, email, or chat with professionalism and empathy.

• Utilize CRM software to log customer interactions, track complaints, and resolve issues efficiently.

• Take ownership of escalated calls and provide appropriate solutions within defined timelines.

• Monitor and guide a team of junior customer care executives to improve call quality and productivity.

• Ensure adherence to service level agreements (SLAs), quality benchmarks, and compliance standards.

• Conduct periodic follow-ups with customers to ensure issue resolution and satisfaction.

• Generate daily/weekly reports related to call handling, issue resolution, and feedback analysis.

• Collaborate with cross-functional departments to improve customer experience.

Required Skills and Qualifications

• Bachelors degree in any stream (preferred in Business, Communications, or related fields).

• Excellent verbal and written communication skills in English; knowledge of Hindi/Marathi is an added advantage.

• Proficiency in using Customer Relationship Management (CRM) tools like Salesforce, Zoho, Freshdesk, etc.

• Strong problem-solving abilities and ability to remain calm under pressure.

• Good listening skills, patience, and emotional intelligence while dealing with customers.

• Basic computer proficiency – MS Office, email handling, web navigation.

Experience

• Minimum 2 to 4 years of experience in a BPO or call center environment.

• Prior experience in handling customer escalations and mentoring teams is highly desirable.

• Hands-on experience working with CRM systems is mandatory.

Working Hours

• Rotational shifts (including night shifts for international processes).

• 6 days a week with 1 rotational week off.

• Flexible to work on weekends and holidays as per business requirements.

Knowledge, Skills, and Abilities

• In-depth understanding of customer service metrics like FCR, CSAT, AHT.

• Ability to train, guide, and upskill junior team members.

• Multitasking and time management skills with attention to detail.

• Adaptability to dynamic work environments and changing customer needs.

• High level of accountability and integrity in managing customer information.

Benefits

• Competitive salary with performance-based incentives.

• Health insurance and wellness programs.

• Paid leaves and attendance bonuses.

• Career advancement opportunities within the organization.

• Employee referral bonuses and engagement programs.

• Hands-on training in the latest CRM technologies and customer engagement practices.

Why Join Houston Skilled Consultancy?

At Houston Skilled Consultancy, we believe in empowering our workforce with growth, knowledge, and a supportive environment. We offer you more than just a job—we provide a path to long-term career success. Join a company that values your contribution, invests in your development, and rewards your performance.

How to Apply

Interested candidates can submit their updated CVs to us or apply directly through our official careers page.
For quick response, WhatsApp your resume with the subject line Senior Customer Care Executive – Pune.

Immediate joiners and Pune-based candidates are preferred.
Start your next professional chapter with Houston Skilled Consultancy today!