armor | Customer Care Executive

2 days ago

mumbai, India armor Full time

Company Description-


armor is a company focused on launching consumer brands in collaboration with creators, believing that faces, not corporates, will lead the brands of tomorrow. They are currently launching their first brand in consumer electronics with a creator who has over 10M+ followers. The company has received funding from prominent founders like Ritesh Agarwal (OYO, Jaynti Kanani (Polygon), Vedang Patel & Rohin Samnatey (Souled Store) Founders and other creators with a combined following of 30M+.


About Role -


Mission -

Ensure customer happiness through proactive support and engagement.


One Year Outcomes:

1. Grow the community to 50,000

2. Creating a system that ensures resolution time for 95% of issues is lesser than 1 day

3. Ensure that Net Promoter Score (NPS) remains consistently higher than 30


Key Activities

1. Provide prompt and effective resolutions to all customer inquiries and concerns.

2. Engage with users regularly to gather insights, understand their needs, and identify areas for improvement.

3. Organize and execute activities that enhance community engagement, ensuring a vibrant and active user base.


Competencies

1. Empathy: Ability to genuinely understand customer feelings and concerns, fostering trust and a positive experience during problem resolution.

2. Customer-Centric Mindset: Always prioritizing customers' needs and satisfaction, ensuring decisions and actions benefit the user.

3. Conflict Resolution: Skilled at calmly de-escalating situations and finding mutually beneficial solutions to customer complaints or issues.

4. Proactive Communication: Anticipates potential customer needs or issues and communicates effectively before problems arise.

5. Data-Driven Decision Making: Uses customer feedback, analytics, and performance metrics to make informed improvements and enhance customer experience.

6. Relationship Building: Ability to develop strong, ongoing relationships with customers, ensuring long-term loyalty and advocacy.

7. Patience: Demonstrates a high level of patience when working with customers who may be frustrated or upset, guiding them calmly toward solutions.

8. Follow-Through: Ensures that all customer inquiries or issues are fully resolved, consistently following up to confirm customer satisfaction.

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