Customer Service Specialist

2 weeks ago

Bengaluru, India Bonito Designs Full time

About Bonito Designs


Bonito Designs Pvt Ltd (www.bonito.in) is one of the fastest growing Start-Ups in India in the Interior Designing Industry. The Company is funded by Lodha Ventures (www.lodhaventures.com) / Tomorrow Capital (www.tomorrowcapital.in). The Company has its business operations in Bangalore & Mumbai and is soon planning to expand to other metro cities. The Management team is committed to make this one of the most aspiring brand for Indian consumers and a great place to work for employees.


The Company has a very conducive working environment for employees and offers fast-track growth opportunities for deserving & committed professionals.


Customer Experience Executive



Job Description:


Escalation Management:


1. Customer Interactions:

  • Communicate with customers through emails and calls to address their concerns and feedback, ensuring a prompt and empathetic response.

2. Stakeholder Management:

  • Collaborate closely with cross-functional teams such as customer success, design, and operations to expedite the resolution of customer escalations within defined timelines.

3. Ticket Resolution:

  • Follow up with customers via emails and calls to confirm the successful resolution of their issues, ensuring their satisfaction.

4. Customer Satisfaction:

  • Prioritize and work towards maintaining high levels of customer satisfaction for all escalated tickets received.

Customer Delight:


1. Schedule:

  • Identify eligible customer profiles and plan customer delight ceremonies, engaging with customers through emails and calls to determine their availability and scheduling accordingly.

2. Cross-functional Teams:

  • Coordinate with cross-functional teams, including sales and senior leadership, to organize and execute customer engagement events.

3. Feedback Collection:

  • Gather feedback from event attendees to gain insights into customer preferences and perceptions, using this information to enhance customer experiences.


Online Reputation Management:


1. Response Management:

  • Collaborate with the Online Reputation Management (ORM) agency to review and approve appropriate responses to online customer engagements.

2. Customer Interactions:

  • Engage with customers through emails and calls to address their feedback and concerns expressed on various social media platforms or review websites.

3. Stakeholder Management:

  • Foster close working relationships with cross-functional teams, including customer success, design, and operations, to swiftly address customer issues raised online.


Projects:


  • Actively participate in various projects aimed at improving customer experiences and optimizing internal processes as needed.


Reporting:


  • Create productivity reports, review PowerPoint presentations, and collate feedback, contributing to the continuous improvement of customer experience strategies and initiatives.

Qualifications:


  • Proven experience in customer service, customer experience, or a related role.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and the capacity to work well under pressure.
  • Proficiency in using customer relationship management (CRM) software and related tools.
  • Ability to work collaboratively with cross-functional teams.
  • Detail-oriented and highly organized with good time management skills.
  • Customer-centric mindset and a commitment to ensuring exceptional customer satisfaction.

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