Client Relationship Executive

1 week ago

Indore, Madhya Pradesh, India Kimirica Hunter International Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Role Overview:

As the Customer Relationship Executive at Kimirica Hunter International, you will be responsible for

overseeing all customer support operations, developing and implementing strategies to enhance the customer journey, and ensuring a seamless and delightful experience for every interaction. You will lead a team of customer service representatives, maintain a high level of customer satisfaction, and act as the voice of the customer within the organization.

Key Responsibilities:

  1. Customer Support Operations:

  2. Manage and oversee day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, and phone).

  3. Develop and implement SOPs to streamline the resolution of customer inquiries, complaints, and

issues.

  • Monitor and manage KPIs like first response time, resolution time, CSAT, and NPS.

  • Ensure timely escalation and resolution of critical customer concerns.

  • Customer Experience:

  • Design and implement strategies to enhance customer experience and loyalty.

  • Regularly gather customer feedback to identify pain points and areas of improvement.

  • Collaborate with product, marketing, and operations teams to address customer needs and drive

brand loyalty.

  1. Technology and Tools:

  2. Implement and optimize customer service tools like CRM, live chat platforms, and ticketing systems.

  3. Track and analyze data to identify trends and insights that can inform decision-making.

  4. Reporting and Insights:

  5. Create detailed reports on customer service performance and provide actionable insights to

leadership.

  • Track and analyze customer service trends to proactively address potential challenges.

Key Qualifications:

  • Strong communication and interpersonal skills.

  • Ability to handle escalations and de-escalate challenging situations with tact and empathy.

  • Proficiency in CRE and customer service tools (e.g., Zendesk, Freshdesk).

  • Analytical mindset with a data-driven approach to decision-making.

  • Excel knowledge.

Personal Attributes:

  • Customer-centric mindset with a passion for delivering exceptional experiences.

  • Problem-solving and conflict-resolution skills.

  • High level of empathy, patience, and adaptability.

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