Customer Care Executive

2 weeks ago

New Delhi, India Roza Pret Full time

Role Description

This is a full-time on-site role for a Customer Care Manager at Roza Pret in New Delhi. The Customer Care Manager will be responsible for overseeing a team of customer care representatives, managing customer inquiries and concerns, and implementing strategies to enhance customer satisfaction.


Qualifications

  • Strong communication and interpersonal skills
  • Proven experience in customer service or a similar role
  • Ability to lead and manage a team
  • Proficiency in CRM software and MS Office
  • Problem-solving skills and a customer-oriented mindset
  • Bachelor's degree in Business Administration or relevant field


Responsibilities

1. Social Media Customer Support:
  • Monitor and Respond to Queries: Actively monitor the brand’s social media platforms (Instagram, Facebook, and phone calls etc.) for customer inquiries, complaints, or feedback. Ensure timely responses to customer messages or comments.
  • Engage with Customers: Maintain positive engagement by replying to customer questions, assisting with product inquiries, and providing information about promotions, sales, or new arrivals.
  • Maintain Brand Voice: Ensure all communication aligns with the brand’s tone and voice, balancing professionalism and friendliness.
2. WhatsApp Order Management:
  • Order Conversion: Handle incoming orders via WhatsApp, assist customers in choosing products, and guide them through the purchasing process (providing product details, prices, available stock, etc.).
  • Order Confirmation: Confirm orders placed via WhatsApp and provide the customer with order summary details, expected delivery dates, and payment instructions.
  • Payment Assistance: Help customers complete their payments, provide payment links, and ensure order processing is seamless.
  • Order Follow-ups: Keep customers updated about their order status (dispatch, tracking, etc.) via WhatsApp.
3. Tracking and Record Keeping (Google Sheets/CRM):
  • Track Orders and Queries: Maintain an organized record of customer interactions, orders, and queries in Google Sheets or a CRM system. Ensure details are updated in real-time.
  • Monitor Inventory: Track inventory levels of popular items, update customers about product availability, and escalate low-stock issues to the relevant team.
  • Reporting: Regularly analyze customer inquiries, complaints, and orders to provide insights on customer behavior, common issues, and trends.
4. Customer Satisfaction Management:
  • Provide Solutions: Address customer concerns and resolve issues in a timely manner. Offer solutions to problems such as delayed deliveries, product defects, or returns/exchanges.
  • Proactive Communication: Reach out to customers in case of any delays or order-related issues and manage expectations to prevent dissatisfaction.
  • Follow Up on Orders: Ensure customer satisfaction post-purchase by reaching out for feedback and ensuring that their shopping experience was positive.
5. Handling Customer Grievances:
  • Empathize and Resolve Issues: Handle customer complaints or grievances with empathy, professionalism, and urgency. Use your problem-solving skills to find the best solution and retain customer loyalty.
  • Escalation: Escalate serious issues to senior management or other departments as needed (e.g., issues that require refunds, product replacements, or policy exceptions).
  • Track Complaints: Document and track grievances and customer feedback, analyze recurring issues, and suggest improvements to products or services to reduce future complaints.
6. Customer Relationship Management:
  • Build Strong Relationships: Develop and maintain strong relationships with customers by offering personalized experiences, remembering customer preferences, and ensuring repeat business.
  • Customer Retention: Identify opportunities to create loyalty programs, offer discounts, or send special offers to encourage return customers.
7. Collaboration with Other Departments:
  • Coordinate with Sales & Marketing: Work closely with the marketing team to ensure accurate information is shared with customers and to implement promotions. Collaborate with the sales team for inventory management and product launches.
  • Provide Feedback to Product/Design Teams: Share customer feedback on product quality, sizing, or style preferences with the relevant teams to help improve the product offering.
8. Managing Customer Reviews:
  • Encourage Positive Reviews: Motivate happy customers to leave reviews on social media or review platforms.
  • Address Negative Reviews: Respond to negative reviews with professionalism and a commitment to resolving the issue.


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