Customer Experience Specialist

3 days ago

Allahabad, Uttar Pradesh, India beBeeCustomer Full time ₹ 5,09,328 - ₹ 8,29,988

About the Role

As a key member of our team, you will play a critical role in delivering exceptional customer experiences across various touchpoints.

We cater to diverse markets with a wide range of products and services, from apparel and footwear to specialty threads. Our global presence spans over 50 countries, with a workforce of over 17,000 professionals serving customers worldwide.

Our technologically diverse product portfolio enables us to stay ahead of current trends while driving innovation and sustainability. You will be responsible for managing customer relationships, proactively servicing their needs, and promoting digital solutions to enhance overall service quality and customer satisfaction.

The role involves:

  • Providing first-line support to customers on general enquiries, day-to-day issues, and product/service information
  • Coordinating with internal teams to maximize sales leads and opportunities through effective collaboration
  • Administering customer orders by coordinating with functional teams to meet customer requests accurately and promptly
  • Managing sample/DTM requests, communicating ETDs, and resolving customer complaints efficiently
  • Promoting and supporting customer self-service adoption of Coats' digital tools
  • Achieving sales growth through active promotion and cross-selling of Coats' products and services

Key Accountabilities:

  • First-Line Support: Deliver high-quality customer interactions, addressing queries, concerns, and complaints in a timely and empathetic manner
  • Bulk Order Management: Coordinate with internal teams to ensure accurate and prompt order fulfillment, adhering to established policies and best practices
  • Sample Request Management: Process sample/DTM requests, communicate ETDs, and resolve any issues efficiently
  • Customer Complaint Management: Effectively manage customer complaints, ensuring they are received, registered, communicated, escalated (when necessary), resolved, and closed in an efficient and empathetic manner
  • Promotion and Adoption: Promote Coats' digital tools, educate customers on their benefits, and encourage adoption to enhance customer experience and satisfaction

Skills and Qualifications:

  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
  • Proactive and problem-solving approach, with a focus on delivering high-quality customer experiences
  • Ability to work effectively in a fast-paced environment, prioritizing multiple tasks and deadlines
  • Familiarity with CRM systems and digital tools, with a willingness to learn and adapt new technologies

Benefits:

  • Ongoing training and development opportunities to enhance your skills and knowledge
  • A collaborative and dynamic work environment, fostering growth and innovation
  • A competitive compensation package, including salary and performance-based incentives

Join Our Team:

Are you a motivated and customer-focused professional looking for a challenging and rewarding role? If so, we encourage you to apply for this exciting opportunity to make a meaningful impact in our organization.

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