Customer Experience Specialist

2 days ago

Delhi, Delhi, India beBeeCustomerService Full time ₹ 7,00,000 - ₹ 15,00,000
Job Description

This role is responsible for connecting talent, textiles, and technology to make a better and more sustainable world. The primary goal is to provide exceptional customer service by being the single point of contact for customers.

The customer support specialist will proactively service customers, build strong relationships, and support digital solutions and marketing campaigns to improve overall service, customer experience, and satisfaction, while growing sales.

Key Responsibilities:

  • Manage customer orders, queries, concerns, and complaints efficiently, accurately, and empathetically in line with established policies, processes, best practices, and technology.
  • Promote, up-sell, and cross-sell products and services.

First Line Support:

- Provide first-line support to customers on their day-to-day general enquiries on products and services.

- Proactively explore customer needs and pain points through daily interactions and coordinate with the commercial team to maximise sales leads and opportunities.

Bulk Order Management:

- Administer customer orders by coordinating with internal functional teams to strive for meeting customer requests accurately and promptly in compliance with internal policies and best practices.

- Enter orders into SAP and communicate ETD with customers.

- Manage to revise or cancel orders as per customer's requests and corresponding company policies and good practices.

- Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirements.

Sample Request Management:

- Enter sample/DTM request into online sampling platform and communicate ETD with customers.

- Coordinate with functional teams to ensure customer sample requests are executed and delivered as sampling service lead time.

Customer Complaint Management:

- Be the process owner of customer complaint management to ensure complaints are received, registered, communicated, escalated (when needed), resolved, and closed in an efficient, empathetic, and accurate manner.

- Report subtle indications of changes or dissatisfaction with the account to the immediate supervisor.

Promotion, Up-selling, and Cross-selling of Coats Products and Services:

- Actively promote products and services to customers to increase sales.

- Identify potential opportunities for further share growth with existing customers.

- Assist customers to select the right thread for their application.

- Follow up on prospects and potential that have been previously identified.

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