Customer Care Executive

Scope of Responsibilities & Position Expectations

We are seeking a dedicated and customer-focused individual to join our support team. As a Customer Care Executive, you will be the first point of contact for customers, providing timely, empathetic, and solutions-oriented assistance via phone, email, and chat. You'll play a critical role in maintaining customer satisfaction and supporting ongoing process improvement. Your primary goal is to help customers achieve their desired outcomes, while also identifying opportunities to improve the customer experience and increase customer loyalty.

Some of the key responsibilities of a Cambium Customer Care Executive include :

1. Respond promptly and professionally to customer inquiries across phone, email, and live chat, while minimizing repeat contact.

2. Identify and resolve common customer issues independently, using available tools and knowledge bases.

3. Handle complaints with empathy and escalate more complex cases efficiently to ensure swift resolution.

4. Maintain up-to-date knowledge of company products, services, warranties, life cycles, and internal processes.

5. Accurately document customer interactions, transactions, and outcomes according to company standards.

6. Consistently meet or exceed performance metrics, including response times, resolution rates, and next action due dates.

7. Collaborate with peers to share insights and contribute to continuous team improvement.

8. Work rotating shifts to align with various regional support needs.

Knowledge / Skill Requirement

• Proven experience in a customer service or support role.
• Exceptional verbal and written communication skills.
• Demonstrated ability to work independently in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills with a proactive mindset.
• Collaborative team player who actively contributes to group success.
• Self-motivated with solid time management and task prioritization abilities.
• Comfortable with feedback and committed to continuous personal and team development.
• Familiarity with customer service platforms such as Zendesk, Jira, Salesforce, or NetSuite is preferred.
• Proficient in Microsoft Office Suite include advanced power apps.
• AI experience is a plus

Education and Experience

Working Conditions

Physical Requirements

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Skills Required

Salesforce, Netsuite, zendesk, Jira, Microsoft Office Suite