Customer Service Assistant

6 months ago

Mukundapur Kolkata West Bengal, India Franchiseware Company Full time

**Overview**:
As a Customer Relations Executive, you will be the primary point of contact for customers, ensuring their satisfaction and fostering long-term relationships. Your role is pivotal in maintaining a positive image of the company and enhancing customer experience.

**Responsibilities**:

- **Relationship Building**: Cultivate strong relationships with customers by understanding their needs, preferences, and concerns. Proactively anticipate and address issues to exceed customer expectations.
- **Problem Resolution**: Act as a mediator between customers and internal departments to resolve issues effectively and in a timely manner. Demonstrate empathy and professionalism in handling challenging situations.
- **Feedback Collection**: Gather feedback from customers regarding their experiences with products/services. Analyze feedback trends to identify areas for improvement and suggest actionable solutions to management.
- **Cross-functional Collaboration**: Collaborate with sales, marketing, and product development teams to relay customer feedback and insights. Work together to implement strategies for enhancing customer satisfaction and loyalty.
- **Documentation and Reporting**: Maintain accurate records of customer interactions, complaints, and resolutions. Generate reports highlighting key performance metrics such as customer satisfaction scores and response times.
- **Upselling and Cross-selling**: Identify opportunities to upsell or cross-sell products/services based on customer needs and preferences. Promote additional offerings in a consultative and non-intrusive manner.

**Requirements**:

- **Communication Skills**: Exceptional verbal and written communication skills are essential for effectively interacting with customers and conveying information clearly and persuasively.
- **Empathy and Patience**: Demonstrated ability to empathize with customers and remain patient and composed, especially in challenging situations.
- **Problem-solving Abilities**: Strong problem-solving skills with the ability to analyze situations, identify root causes, and propose effective solutions.
- **Interpersonal Skills**: Excellent interpersonal skills with the ability to build rapport and establish trust with customers from diverse backgrounds.
- **Attention to Detail**: Meticulous attention to detail to accurately document customer interactions and ensure all inquiries are addressed satisfactorily.
- **Team Player**: Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment.
- **Tech Savvy**: Proficiency in using customer relationship management (CRM) software and other relevant tools to manage customer interactions and track performance metrics.

**Qualifications**:

- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Previous experience in customer service, sales, or a similar role is preferred

**Job Types**: Full-time, Part-time, Permanent, Fresher, Internship
Contract length: 12 months

Pay: ₹9,845.34 - ₹32,923.48 per month

Expected hours: 40 per week

Schedule:

- Day shift
- Monday to Friday
- Morning shift

Supplemental pay types:

- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

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

**Language**:

- English (required)
- Hindi (preferred)

Work Location: In person

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