Customer care executive

1 week ago

New Delhi, India Roza Pret Full time
Role Description
This is a full-time on-site role for a Customer Care Manager at Roza Pret in New Delhi. The Customer Care Manager will be responsible for overseeing a team of customer care representatives, managing customer inquiries and concerns, and implementing strategies to enhance customer satisfaction.
Qualifications
Strong communication and interpersonal skills
Proven experience in customer service or a similar role
Ability to lead and manage a team
Proficiency in CRM software and MS Office
Problem-solving skills and a customer-oriented mindset
Bachelor's degree in Business Administration or relevant field
Responsibilities
1.  Social Media Customer Support: Monitor and Respond to Queries : Actively monitor the brand’s social media platforms (Instagram, Facebook, and phone calls etc.) for customer inquiries, complaints, or feedback. Ensure timely responses to customer messages or comments.
Engage with Customers : Maintain positive engagement by replying to customer questions, assisting with product inquiries, and providing information about promotions, sales, or new arrivals.
Maintain Brand Voice : Ensure all communication aligns with the brand’s tone and voice, balancing professionalism and friendliness.
2.  Whats App Order Management: Order Conversion : Handle incoming orders via Whats App, assist customers in choosing products, and guide them through the purchasing process (providing product details, prices, available stock, etc.).
Order Confirmation : Confirm orders placed via Whats App and provide the customer with order summary details, expected delivery dates, and payment instructions.
Payment Assistance : Help customers complete their payments, provide payment links, and ensure order processing is seamless.
Order Follow-ups : Keep customers updated about their order status (dispatch, tracking, etc.) via Whats App.
3.  Tracking and Record Keeping (Google Sheets/CRM): Track Orders and Queries : Maintain an organized record of customer interactions, orders, and queries in Google Sheets or a CRM system. Ensure details are updated in real-time.
Monitor Inventory : Track inventory levels of popular items, update customers about product availability, and escalate low-stock issues to the relevant team.
Reporting : Regularly analyze customer inquiries, complaints, and orders to provide insights on customer behavior, common issues, and trends.
4.  Customer Satisfaction Management: Provide Solutions : Address customer concerns and resolve issues in a timely manner. Offer solutions to problems such as delayed deliveries, product defects, or returns/exchanges.
Proactive Communication : Reach out to customers in case of any delays or order-related issues and manage expectations to prevent dissatisfaction.
Follow Up on Orders : Ensure customer satisfaction post-purchase by reaching out for feedback and ensuring that their shopping experience was positive.
5.  Handling Customer Grievances: Empathize and Resolve Issues : Handle customer complaints or grievances with empathy, professionalism, and urgency. Use your problem-solving skills to find the best solution and retain customer loyalty.
Escalation : Escalate serious issues to senior management or other departments as needed (e.g., issues that require refunds, product replacements, or policy exceptions).
Track Complaints : Document and track grievances and customer feedback, analyze recurring issues, and suggest improvements to products or services to reduce future complaints.
6.  Customer Relationship Management: Build Strong Relationships : Develop and maintain strong relationships with customers by offering personalized experiences, remembering customer preferences, and ensuring repeat business.
Customer Retention : Identify opportunities to create loyalty programs, offer discounts, or send special offers to encourage return customers.
7.  Collaboration with Other Departments: Coordinate with Sales & Marketing : Work closely with the marketing team to ensure accurate information is shared with customers and to implement promotions. Collaborate with the sales team for inventory management and product launches.
Provide Feedback to Product/Design Teams : Share customer feedback on product quality, sizing, or style preferences with the relevant teams to help improve the product offering.
8.  Managing Customer Reviews: Encourage Positive Reviews : Motivate happy customers to leave reviews on social media or review platforms.
Address Negative Reviews : Respond to negative reviews with professionalism and a commitment to resolving the issue.

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