Customer Service Specialist

2 weeks ago


Bengaluru, Karnataka, India Bonito Designs Full time
About Bonito Designs

Bonito Designs Pvt Ltd ( one of the fastest growing Start-Ups in India in the Interior Designing Industry. The Company is funded by

Lodha Ventures ( / Tomorrow Capital ( .

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:

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:

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:

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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