Client Relationship Executive
7 days ago
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:
Customer Support Operations:
Manage and oversee day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, and phone).
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.
Technology and Tools:
Implement and optimize customer service tools like CRM, live chat platforms, and ticketing systems.
Track and analyze data to identify trends and insights that can inform decision-making.
Reporting and Insights:
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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