Client Relationship Executive

5 days ago

madhya pradesh, India Kimirica Hunter International Full time

Role Overview:As the Customer Relationship Executive at Kimirica Hunter International, you will be responsible foroverseeing all customer support operations, developing and implementing strategies to enhance the customer journey, and ensuring a seamless and delightful experience for every interaction. You will lead a team of customer service representatives, maintain a high level of customer satisfaction, and act as the voice of the customer within the organization.Key Responsibilities:1. Customer Support Operations:- Manage and oversee day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, and phone).- Develop and implement SOPs to streamline the resolution of customer inquiries, complaints, andissues.- Monitor and manage KPIs like first response time, resolution time, CSAT, and NPS.- Ensure timely escalation and resolution of critical customer concerns.2. Customer Experience:- Design and implement strategies to enhance customer experience and loyalty.- Regularly gather customer feedback to identify pain points and areas of improvement.- Collaborate with product, marketing, and operations teams to address customer needs and drivebrand loyalty.3. Technology and Tools:- Implement and optimize customer service tools like CRM, live chat platforms, and ticketing systems.- Track and analyze data to identify trends and insights that can inform decision-making.4. Reporting and Insights:- Create detailed reports on customer service performance and provide actionable insights toleadership.- Track and analyze customer service trends to proactively address potential challenges.Key Qualifications:- Strong communication and interpersonal skills.- Ability to handle escalations and de-escalate challenging situations with tact and empathy.- Proficiency in CRE and customer service tools (e.g., Zendesk, Freshdesk).- Analytical mindset with a data-driven approach to decision-making.- Excel knowledge.Personal Attributes:- Customer-centric mindset with a passion for delivering exceptional experiences.- Problem-solving and conflict-resolution skills.- High level of empathy, patience, and adaptability.

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