Executive

4 weeks ago

Kanpur, India RSPL Group Full time

  1. Customer Interaction & Issue Resolution:

  2. Handle customer inquiries, complaints, and service requests through email, chat, voice, or other CRM-supported channels.

  3. Provide accurate information on products, services, and policies to customers in a professional and courteous manner.

  4. Resolve customer issues promptly and escalate complex cases to senior team members or relevant departments as required.

  5. Utilization of CRM Systems:

  6. Document all customer interactions and follow-up actions within the CRM system to maintain a clear record of customer history.

  7. Use CRM tools to track and monitor ongoing customer interactions, ensuring cases are managed within set timeframes.

  8. Data Analysis & Reporting:

  9. Generate reports on customer feedback, complaint trends, and service performance metrics.

  10. Analyse customer interactions to identify areas of improvement and support quality control efforts.

  11. Customer Satisfaction & Retention:

  12. Focus on customer satisfaction by providing timely responses and creating positive customer experiences.

  13. Engage in retention strategies and initiatives aimed at improving loyalty and reducing customer churn.

  14. Collaboration & Communication:

  15. Work closely with cross-functional teams, such as Sales, Marketing, and Technical Support, to resolve issues and enhance customer experiences.

  16. Communicate relevant customer feedback to management for further product/service enhancements.

  17. Continuous Improvement:

  18. Stay updated on company products, services, policies, and any changes that impact the customer experience.

  19. Participate in training sessions and workshops to improve CRM skills and knowledge.

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