10 Roles and Responsibilities of Customer Care Executive in a BPO

This post explains what it means to be a Customer Service Associate. Find out the roles and responsibilities of a Customer Care Executive in a BPO.

July 19, 2023

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5 Minutes

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Tooba Khan

Tooba Khan

10 Roles and Responsibilities of Customer Care Executive in a BPO

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Every employee of every department needs to perform a set of duties and functions. When everyone knows their part and plays it accordingly, it ensures the smooth functioning of the organization. The roles and responsibilities of a customer care executive in a BPO or any other company should also be carried out judiciously. Customer Care Executive in a Business Process Outsourcing is responsiblee to keep a positive relationship with customer. They also provide customers satisfaction with the products or services delivered by client organization. The responsibilities of a Customer Care Executive may vary depending on the type of industry and client.

This post will answer the query, "What are Roles and Responsibilities of a Customer Care Executive in a BPO? Customer care executives are responsible for responding to customer questions and concerns through various omnichannel communication channels such as emails, phone calls or live chat. This article will also cover the skills required by a customer care executive to do their job well.

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Customer Care Executive: Meaning and Definition

A customer service executive is a professional who handles customers on behalf of the business. When a customer is faced with any issue or has a query or complaint regarding the products and services of the company, the customer care executive is the first point of contact for them. In other words, the customer support executive is the voice and face of a brand.

Guide for Interview Questions for Customer Service Executive

What are the Roles and Responsibilities of a Customer Care Executive in a BPO?

Customer service is not about receiving and making calls to customers or trying to sell them your products or services. The strategic process aims to satisfy the customers, i.e., increase CSAT (Customer Satisfaction), by listening to them and solving their problems.

Roles and Responsibilities of a Customer care Executive in a BPO
Image - Roles and Responsibilities of a Customer care Executive in a BPO

According to a typical Customer Care Officer job description, the primary roles of a customer care executive in a BPO are as follows:

  1. Efficiently handling inbound and outbound calls and transferring them to the relevant agent or department as per telecalling script.
  2. Conducting surveys to collect data about customer satisfaction, churn rate, brand image and awareness, etc.
  3. Analyzing and reporting customer data to devise new strategies or update the existing ones
  4. Communicating with them through various omnichannel channels, including email, social media, phone or SMS
  5. Making appointments that fit into the schedule of the client and the customer.
  6. Informing the customers about updates, deals, offers, promotions, policies, and keep sales funnel in motion.
  7. Assisting them if they are facing a problem and troubleshooting it.
  8. Ensuring the customer has a positive experience with the company.
  9. Fostering a healthy relationship between the client and the customer.
  10. Overseeing timely delivery and payment of sales orders.
  11. Handling all Voice and Non-Voice Processes in BPOs & Call centers.

In addition to these primary duties, the roles and responsibilities of a customer care executive in a BPO include some higher-level functions. These include:

Higher level Roles and Responsibilities of Customer Care executive in BPO
Image - Higher level Roles and Responsibilities of Customer Care executive in BPO

Roles and Responsibilities BPO vs Call Centers

Hiring, training and coaching

A higher-level customer care associate is responsible for guiding and supervising the beginners. They provide them with proper training and oversee their progress. Managing and leading the customer support team is a vital part of the roles and responsibilities of a customer care executive in a BPO.

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Decision making

A Customer Service Executive helps in devising strategies to improve the customer experience. They analyze data and present them in the form of reports and presentations, which aid in determining and implementing best practices and procedures for customer support.

Tracking KPIs and other metrics

The Customer Care department is also responsible for monitoring Key Performance Indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promotor Score (NPS), Average Handling Time (AHT), Customer Effort Score (CES), Churn Rate, etc.

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Curating knowledge base content

Since Customer Service Executives have a deep understanding of the company’s products, services, policies and practices, they can provide information to create helpful content for customers. Frequently asked questions (FAQs), procedures, tutorials and guides, troubleshooting steps, articles, and blogs can be added to the knowledge base with the useful insight of the customer service associates.

Summing Up with Customer Care Executive Roles

Customer Service Executives play a significant role in Customer Relationship Management (CRM). They must know their job role inside out to deliver excellent customer service, which is directly responsible for increasing CSAT.

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You must download the SquadStack Partner app on your mobile device and sign up using your details. For more information, you can visit our link shared below.

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Other Important Articles:

FAQ's

What is the work of CSR in a call center?

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The roles and responsibilities of a customer care executive in a BPO or a Customer Care Representative (CSR) include handling customer complaints, communicating via calls, email, chat etc., resolving their complaints, ensuring a positive experience, and building strong customer relationships.

What are the main qualities of a customer care executive?

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Some essential qualities of a good Customer Support executive are active listening, patience, empathy, staying polite and cheerful, self-control, taking responsibility, attentiveness and adaptability.

What are the 5 skills of customer service?

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Skills such as excellent communication, time management, problem-solving, technical knowledge, and resourcefulness are sought in a customer service executive.

What is a non-voice process?

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Contrary to the voice process, which includes telephonic communication, the non-voice process refers to reaching customers using various channels like SMS, email, chat or social media.

How can you handle an angry customer?

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Pacifying an angry customer is one of the most challenging roles and responsibilities of a customer care executive in a BPO. The key is to remain calm and professional. Listen to them, understand their situation and be empathetic. Address the issue, thank them for their patience, and then offer a viable solution. Follow up, if needed.

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