Customer Care Loyalty

6 months ago

Mumbai Maharashtra, India Staunch Recruitment Consultants Full time

Hi

Job Role - **Customer Care Loyalty and Retention Executive**

Location **- **Parel

Qualification - Any Graduate

Experience - 2 Years of relevant experience

**REQUIRED EXPERIENCE/ COMPETENCIES**:

- Good hold on Language - Verbal and written
- Must have knowledge of MS Word, Excel, and PowerPoint

**PURPOSE**: The Customer Care Loyalty and Retention Officer is responsible for proactive relationship building with Customers and Agents. This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive relationship building, listening to concerns/addressing issues, and educating on available products and services. A customer-oriented focus is necessary in order to preserve long term customer satisfaction. This position requires someone who is highly organized, has excellent communication skills and displays good-judgment and has experience in a direct customer interaction.

**DUTIES & RESPONSIBILITIES**:

- Develops, routes, and gains approval for all outbound calling programs, to include Welcome Calls, Customer Regimen, and others. Writes purposes, scripting, and performance metrics and goals.
- Complete Welcome Calls to engage and greet new Agents and Customers into the SEACRET family.
- Reports completion of calls as well as information received. Notifies Manager of trends and concerns seen or noted.
- Looks for opportunities to celebrate achievements and “good news” heard from customers and to ensure other departments hear “what is working”
- Educate customers regarding new product offerings, helps grow monthly autoship programs and retention on programs
- Provide tailored responses that match the caller’s expectations and demonstrate a sense of urgency for their request
- Builds strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating member needs
- Build positive working relationships with Agents/Customers to increase repeat business
- Improve service by communicating and assisting individuals to understand member needs, providing guidance, and feedback
- Develop strategies and recommendations to retain customers before cancellation based on working with inactive Customers/Agents
- Provide solutions or promotional offers designed to retain the caller as a member of the RW family
- Document all customer interactions in the appropriate databases
- Enhance customer loyalty and upsell accordingly
- Study, analyze and report on customer feedback methods (e.g. scorecards, business reviews, complaints) relative to products, services and innovation
- Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution

**QUALIFICATIONS**:

- Must demonstrate passion and enthusiasm for the company.
- Strong organizational and communication skills, team orientated philosophy, and problem-solving skills.
- Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines.
- High levels of integrity and discretion.
- Ability to communicate effectively with a variety of constituent groups such as senior management, peers, and outside vendors.
- Highly motivated, organized individual who is able to work effectively with mínimal supervision.
- Strong computer skills, specifically spreadsheets and data management.
- Sound judgment and flexibility in balancing competing priorities.
- Ability to take on increased responsibilities as the position advances.
- Other duties as assigned by management.

In this regards if you fit in to the requirement request you to forward updated resume mentioning current salary drawn, expected and notice period required.

Regards

Prajwal

**Salary**: ₹20,000.00 - ₹22,000.00 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- Hindi (preferred)
- English (preferred)

Work Location: In person

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