Admin Customer Relation

3 days ago

Edapally Kochi Kerala, India Nidi business Consultancy Full time

**Brand Relationship Manager - D2C**

**Job Overview**:
**Key Responsibilities**:
**Customer Relationship Management**:

- Serve as the primary point of contact for customers, ensuring prompt and effective communication.
- Build and maintain long-term relationships with customers, enhancing brand loyalty.
- Address and resolve customer inquiries, complaints, and feedback via phone, whatsapp and social media.
- Guide customers through the buying journey, assisting with product recommendations, order tracking, and post-purchase support.

**Order & Issue Resolution**:

- Coordinate with internal teams (warehouse, logistics&operations) to ensure timely order fulfillment.
- Handle returns and refunds efficiently while maintaining a positive customer experience.
- Proactively identify customer pain points and suggest process improvements.

**Brand Engagement & Community Building**:

- Engage with customers across social media and online platforms to foster a strong community.
- Monitor customer sentiment and feedback to improve overall brand perception.
- Assist in loyalty programs, referral initiatives, and personalized marketing efforts.

**Performance Monitoring & Reporting**:

- Track customer service KPIs such as response time, resolution rate, and customer satisfaction scores.
- Provide regular reports on customer trends, feedback, and service improvements to internal teams.
- Collaborate with marketing and product teams to align customer feedback with business strategies.

**Requirements & Qualifications**:

- Bachelor’s degree in Business, Marketing, Communications, or a related field.
- 1-2 years of experience in client servicing, customer support, or a similar role, preferably in a **D2C or e-commerce brand**. Freshers can also be considered.
- Strong communication skills (verbal and written) with a customer-first mindset.
- Ability to manage multiple customer interactions simultaneously while maintaining a high level of service.

**What We Offer**:

- A fast-paced and dynamic work environment.
- Opportunities to work with a growing D2C brand and shape customer experience.
- Competitive salary and performance-based incentives.
- Learning and development opportunities to grow within the company.

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Flexible schedule
- Life insurance
- Paid sick time

Ability to commute/relocate:

- Edapally, Kerala: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)
- total work: 1 year (required)

**Language**:

- English (preferred)

Work Location: In person

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