Customer Experience Executive

2 weeks ago

Anna Salai Chennai Tamil Nadu, India Bookwater Full time

Key Responsibilities:

- Troubleshooting Issues: Address product-related concerns, such as issues with packaging, product quality, or delivery problems. 
- Feedback Collection: Gather customer feedback on product satisfaction, service quality, and areas for improvement. 
- Provide Accurate Product Information: Educate customers about Bookwater product offerings, including different types of water (mineral, sparkling, etc.), packaging sizes, and delivery options. 
- Promotions and Offers: Inform customers about ongoing promotions, discounts, or new product launches. 
- Purchase Assistance: Assist customers in making purchasing decisions or ordering products through the website or other channels. 
- Order Tracking and Updates: Help customers track the status of their orders and provide timely updates on delivery schedules. 
- Addressing Delivery Issues: Resolve issues related to delayed or incorrect deliveries, providing suitable solutions to customers. 
- Returns and Exchanges: Manage requests for product returns, exchanges, or replacements if customers are dissatisfied with their purchase. 
- Inventory Queries: Help customers with stock availability, especially for bulk orders or specific product lines. 
- Building Customer Relationships: Create and maintain positive relationships with customers to enhance brand loyalty and customer retention. 
- Personalized Support: Offer tailored advice and solutions based on individual customer needs and preferences, ensuring a personalized service experience. 
- Proactive Engagement: Reach out to customers with follow-up messages after sales to ensure satisfaction and gather feedback on their experience.
- System or App Support: Assist customers with using Bookwater online ordering systems, mobile apps, or subscription services, ensuring smooth operation and customer convenience. 
- Product Quality Issues: If customers report issues related to product quality (e.g., contamination, damaged packaging), work closely with the quality assurance team to address and rectify these issues. 
- Product and Process Training: Continuously update the team on new product releases, changes in service offerings, and internal processes. 
- Customer Service Skills Development: Attend training sessions to improve communication, problem-solving, and conflict resolution skills. 
- Knowledge Sharing: Foster a team environment where knowledge is shared to handle diverse customer issues effectively. 
- Adhere to SLAs (Service Level Agreements): Ensure timely responses and resolutions to customer issues, meeting the company's standards for response times and customer satisfaction. 
- Customer Satisfaction: Focus on delivering an exceptional customer experience that meets or exceeds customer expectations, aiming for high satisfaction scores.
- Engagement in Loyalty Programs: Assist customers in understanding and participating in any customer loyalty or reward programs that Bookwater may offer. 
- Retention Strategies: Work to ensure customers are satisfied enough to continue purchasing Bookwater products over time, identifying opportunities for retention. 
- Respond to Inquiries: Address customer inquiries regarding outstanding balances, payment schedules, or discrepancies in billing.

**Job Types**: Fresher, Internship

Pay: Up to ₹300,000.00 per year

Work Location: In person

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