Role Overview:

As the Customer Relationship Executive/ Manager 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:

- Solid 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.

📌 Client Relationship Executive (Indore)
🏢 Kimirica Hunter International
📍 Indore