Customer Care Executive

1. Job Purpose

The Customer Care Executive is responsible for providing excellent customer support to clients throughout their immigration journey. The role involves handling client inquiries, providing regular case updates, coordinating with internal departments, resolving client concerns, and ensuring a smooth and professional customer experience.

1. Key Roles & Responsibilities

A. Client Communication & Support

• Handle incoming and outgoing client calls, emails, WhatsApp messages, and other communication channels.
• Address client inquiries regarding immigration services, application procedures, documentation, and case progress.
• Maintain professional and courteous communication with clients at all times.
• Provide timely updates to clients regarding their application status and ongoing processes.
• Ensure all client concerns and queries are addressed promptly.

B. Case Follow-up & Coordination

• Follow up with clients for pending documents and required information.
• Coordinate with the Operations and Processing Teams to obtain accurate case updates.
• Maintain regular communication with clients throughout the application process.
• Ensure clients are informed about important deadlines, requirements, and procedural changes.
• Escalate delayed or complicated cases to the concerned department or reporting manager.

C. Complaint Handling & Client Retention

• Handle customer complaints professionally and work towards satisfactory resolutions.
• Identify dissatisfied clients and take proactive steps to address their concerns.
• Maintain positive client relationships and ensure a high level of customer satisfaction.
• Escalate refund requests, service-related disputes, and sensitive matters to management.
• Follow up with clients to ensure that their concerns have been resolved.

D. Documentation & Record Management

• Maintain accurate records of all client interactions, calls, messages, and follow-ups in the CRM.
• Update client profiles and case remarks regularly.
• Ensure all communication and commitments made to clients are properly documented.
• Maintain confidentiality of client information and company records.

E. Internal Coordination & Reporting

• Coordinate with Sales, Operations, Accounts, and other relevant departments.
• Prepare daily follow-up reports and pending case reports.
• Monitor unresolved queries and ensure timely closure.
• Inform the reporting manager about recurring client issues and service gaps.

1. Required Skills & Qualifications

• Bachelor's degree or equivalent qualification preferred.
• 1–2 years of experience in customer service, customer relations, or client coordination.
• Experience in immigration consultancy, travel, or visa services will be an advantage.
• Excellent verbal and written communication skills.
• Fluency in English and Hindi; Arabic or other languages will be an advantage.
• Good knowledge of MS Office, CRM systems, and WhatsApp Business.
• Strong interpersonal, problem-solving, and follow-up skills.
• Ability to handle difficult clients professionally and work under pressure.

Pay: AED3,000.00 - AED3,500.00 per month

Work Location: In person