Customer Experience Executive

2 days ago

Wagle Estate Thane Maharashtra, India Envirocare lab Full time

**Department**:Customer Relationship & Business Development

**Job Description & Responsibilities**:

- **Lead Management**:

- Qualify leads by understanding the testing requirement (Food, Water, Environment, Pharma, Consumer Products, etc.).
- Maintain and update lead tracker on a daily basis with enquiry details and follow-up actions.
- **Client Coordination**:

- Communicate clearly and professionally with potential clients to gather technical details (product info, parameters, sample quantity, etc.).
- Share appropriate testing scopes, brochures, and service details as per client interest.
- Coordinate sample pickups in collaboration with the logistics team, wherever required.
- **Internal Collaboration**:

- Communicate with Technical Managers, Pricing, and Sample Receipt Team to provide timely quotes and updates to clients.
- Follow up on sample testing status and ensure timely updates are shared with customers.
- **Customer Experience Monitoring**:

- Conduct periodic follow-ups for feedback, satisfaction, and conversions.
- Ensure prompt closure of leads through Excel tracking.
- Share monthly performance insights: number of leads received, converted, and category-wise trends.
- **Reporting & Improvement**:

- Prepare monthly dashboards/reports for management on lead conversion rates, enquiry trends, and customer feedback.
- Identify scope for service improvement and customer engagement strategies.

**Qualifications & Skills**:

- Graduate in Science (Chemistry / Microbiology / Environmental Science preferred) or equivalent.
- Strong communication skills - written and verbal.
- Ability to multitask and work with technical teams.
- Proficiency in MS Excel.

Pay: ₹168,000.00 - ₹192,000.00 per year

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Schedule:

- Day shift

Work Location: In person

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