Customer Care

1 week ago

Mumbai, India Saphed Full time
About SaphedSaphed is India’s foremost D2C brand offering high-quality linen and linen blend apparel. As we grow, we’re looking for a

Customer Care & Retention Associate

to deliver exceptional customer support and drive engagement across various touchpoints. This role is essential in ensuring that every interaction with Saphed reflects our commitment to quality and customer satisfaction, while also building loyalty and driving repeat business.

Job DescriptionThe Customer Care & Retention Associate will be responsible for managing customer interactions across multiple platforms—including calls, WhatsApp, website chat, Instagram, and email—and leveraging tools for feedback, retention, and loyalty programs. This role is ideal for someone who is customer-obsessed, tech-savvy, and skilled in using platforms like Zoko, Shopify, and customer chat tools to create a seamless experience across channels.

ResponsibilitiesOmnichannel Customer Support:

Respond to customer inquiries promptly and professionally across channels such as calls, WhatsApp, website chat, Instagram, and email, ensuring a consistent and personalized brand experience.Feedback & NPS Management:

Coordinate feedback surveys, gather customer insights, and track Net Promoter Scores (NPS) to identify opportunities for improving customer satisfaction.Loyalty Program Execution:

Manage and promote Saphed’s loyalty programs to increase engagement, enhance customer loyalty, and drive repeat purchases.Retention Initiatives:

Utilize third-party retention tools and platforms to implement programs aimed at increasing customer retention and satisfaction.Tool Management:

Leverage tools like Zoko, Shopify, and chat platforms for efficient customer service management and streamlined communication.Order Tracking & Issue Resolution:

Assist customers with order tracking, returns, and exchanges, ensuring all issues are resolved quickly and to the customer’s satisfaction.CRM & Data Management:

Maintain accurate records of customer interactions, feedback, and order history within the CRM system, enabling personalized service and targeted follow-ups.Performance Monitoring:

Regularly analyze customer support metrics to track response times, resolution rates, and customer satisfaction scores, making adjustments as needed to improve service.Process Optimization:

Identify areas for improvement in the customer support workflow, suggest process enhancements, and support the implementation of new customer engagement initiatives.

QualificationsExperience:

2+ years of experience in a customer service or retention role, preferably with a D2C brand in the fashion or lifestyle sector.Omnichannel Expertise:

Proficiency in managing customer interactions across multiple platforms, with a strong understanding of customer expectations on each.Technical Skills:

Hands-on experience with tools like Zoko, Shopify, and customer chat platforms; familiarity with CRM systems and loyalty program management tools.Problem-Solving Ability:

Skilled at handling customer inquiries with patience and empathy, resolving issues promptly while ensuring a positive experience.Communication Skills:

Excellent verbal and written communication skills to engage with customers effectively across all touchpoints.Customer-Focused Mindset:

Passionate about delivering high-quality service and building lasting relationships with customers.Data-Driven:

Comfortable with data analysis and reporting, with a focus on using metrics to drive improvements in customer care and retention.Attention to Detail:

Detail-oriented with a commitment to maintaining high standards in customer support interactions and data accuracy.

Why Join Saphed?At Saphed, we prioritize customer satisfaction and are committed to building a loyal community around our brand. As our Customer Care & Retention Associate, you’ll play a pivotal role in shaping customer experiences, fostering loyalty, and contributing to the brand’s growth. Join us to be part of a team that values authenticity, quality, and exceptional service.

Apply Now:If you are a customer-focused individual with expertise in omnichannel support and retention, we would love to connect with you. Apply today to be part of Saphed’s journey in delivering a superior customer experience.

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