Baljeet Kaur

Customer Care Executive

FlipKart

01.2021 - 06.2025

Handled escalations effectively by identifying root causes, coordinating with internal teams, and providing timely resolutions aligned with SLA commitments.
Communicated information about new products and services to existing customers via chat campaigns.
Maintained a high level of customer satisfaction (CSAT) by demonstrating empathy, active listening, and clear communication.
Displayed adaptability and flexibility while working in rotational shifts, handling dynamic workloads, and adjusting to business priorities.
Analyzed low-complexity issues, recommended preventive solutions, and contributed to process improvements to reduce repeat complaints.
Collaborated with team members, supervisors, and cross-functional departments to ensure smooth operations and consistent service delivery.
Assisted customers with product selection based on individual needs.
Maintained accurate records of customer interactions and transactions in the CRM system.
Gathered customer feedback and reported it to management for further action.
Logged and updated all customer interactions and resolutions in CRM systems, ensuring accuracy and adherence to data quality standards.
Ensured compliance with process guidelines, internal policies, and company communication standards.
Demonstrated attention to detail in documentation, ensuring all case notes, tags, and categories were recorded accurately.
Recognized for problem-solving ability, professionalism under pressure, and consistent achievement of quality metrics and SLA targets.
Demonstrated a commitment to continuous learning and quick adaptation to new tools and processes, ensuring a seamless customer experience across all support channels.