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:

1. Total & relevant experience (if any)

2. Current & expected CTC

3. Notice period/availability

4. Preferred work mode (On-site/Hybrid/Remote)

5. Languages known

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