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Customer Care Executive – Female Candidates Preferred – Day Shift Only

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Job Summary

Houston Skilled Consultancy is looking for a warm, articulate, and highly organized Customer Care Executive to deliver delightful, first-contact resolution to our customers over phone, email, and chat — strictly during day shifts. You will be the voice of our brand, responsible for resolving queries, educating customers, and ensuring every interaction ends with a smile. While we welcome applicants of all genders, we are actively encouraging women to apply to strengthen gender representation in our customer-facing team. We remain an equal opportunity employer.

Key Responsibilities

  • Handle inbound and outbound customer calls, emails, and chats with professionalism and empathy.

  • Diagnose customer issues quickly and provide accurate, actionable solutions (First Call Resolution focus).

  • Log every interaction in the CRM with complete and correct details.

  • Escalate complex/critical cases to the appropriate internal teams, following defined SLAs.

  • Follow up with customers proactively to ensure problem closure and satisfaction.

  • Track and achieve individual and team KPIs such as CSAT, AHT, FCR, and SLA adherence.

  • Provide feedback to management on recurring issues, process gaps, and customer pain points.

  • Maintain updated knowledge of products, policies, processes, and promotions.

  • Participate in regular training, quality audits, and performance reviews.

  • Uphold data privacy, security, and compliance standards at all times.

Required Skills and Qualifications

  • Education: Graduate in any discipline (Undergraduates with strong communication skills may also apply).

  • Communication: Excellent spoken and written English; proficiency in Hindi or regional languages is a plus.

  • Customer Handling: Strong customer empathy, problem-solving ability, and objection-handling skills.

  • Tech Proficiency: Comfortable using CRM tools, ticketing systems, MS Office/Google Workspace.

  • Process Orientation: Ability to follow scripts, SOPs, and quality guidelines without deviation.

  • Typing Speed: 30+ WPM with high accuracy (for chat/email roles).

  • Professionalism: Calm under pressure, punctual, and reliable.

Experience

  • 0–3 years of experience in customer service/support/contact center roles (voice/non-voice).

  • Freshers with excellent communication and a customer-first mindset are welcome.

  • Prior experience in BPO/KPO, D2C, EdTech, Healthcare, E-commerce, BFSI, or Telecom support is an advantage.

Working Hours

  • Day Shift Only: (e.g., 9:30 AM – 6:30 PM IST)

  • Work Days: (e.g., 6 days a week with rotational/weekend offs OR 5-day week – specify as applicable)

  • Occasional extended hours during peak periods, with overtime benefits as per policy.

Knowledge, Skills & Abilities (KSAs)

  • Knowledge: Customer service best practices, call etiquettes, ticket lifecycle, escalation matrix, data privacy norms.

  • Skills: Active listening, persuasive communication, time management, rapport building, multi-tasking.

  • Abilities: Work independently and in teams, adapt quickly to new tools/processes, maintain high accuracy and attention to detail.

Benefits

  • Competitive salary with performance-based incentives/bonuses.

  • Provident Fund/ESI/Medical Insurance (as per company policy).

  • Structured onboarding & continuous training programs.

  • Career growth pathways into Quality, Training, Team Leadership, or Operations.

  • Paid leaves, festival holidays, and attractive attendance rewards.

  • Employee engagement programs and a supportive, inclusive work culture.

Why Join Houston Skilled Consultancy

  • Be part of a customer-obsessed, fast-growing organization.

  • Stable day-shift role with a strong focus on work-life balance.

  • Clear performance metrics and transparent career progression.

  • Collaborative leadership, mentorship, and continuous learning culture.

  • Opportunity to shape processes and directly influence customer happiness.

How to Apply

Send your updated resume and a short voice note (optional) introducing yourself to email us.
Subject Line: Application – Customer Care Executive (Day Shift)

Please include:

  • Total & relevant experience (if any)

  • Current & expected CTC

  • Notice period/availability

  • Preferred work mode (On-site/Hybrid/Remote)

  • Languages known

  • Only shortlisted candidates will be contacted for the next steps (assessment + interview).

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