Company Name: BlueStone Jewellery and Lifestyle Ltd.
Location: Mumbai - Andheri
Position: Senior Customer Relationship Officer
Department: Customer Experience
Main Job Tasks and Responsibilities
- We are seeking a highly motivated and customer-focused Senior Customer Support Executive.
- Handle customer inquiries, complaints, and requests through phone calls, emails, live chat, and WhatsApp.
- Provide accurate, timely, and professional resolutions to customer concerns.
- Ensure adherence to defined Service Level Agreements (SLAs) and quality standards.
- Maintain detailed and accurate records of customer interactions in systems.
- Required to Handling objections and escalations effectively.
- Positive attitude with Strong ownership and accountability.
- Ability to work collaboratively across departments.
- Willingness to support the team beyond routine responsibilities.
Mandatory Skills:
- Excellent verbal and written communication skills.
- Robust customer handling and conflict-resolution abilities.
- Experience in managing customer interactions across calls, emails, chats, and WhatsApp.
- Ability to handle escalations professionally and effectively.
- Strong problem-solving and decision-making skills.
- Good knowledge of CRM and customer support tools.
- Ability to multitask and work in a fast-paced environment.
- Leadership and mentoring capabilities.
- Prepare and share customer service reports as required.
- Coordinate with operations, logistics, sales, technical, and other internal teams for issue resolution.
- Escalate critical concerns to management in a timely manner.
Qualifications:
- Graduate in any discipline.
- 3 to 6 years of experience in Customer Support, Customer Service, or Customer Experience roles.
- Prior experience in handling escalations and supporting teams is preferred.
KRA and KPI:
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Response Time
- SLA Adherence
- Escalation Resolution Rate
- Quality Audit Scores
- Customer Retention and Service Recovery Metrics
Please note :
- Candidates should be flexible with shift timings, weekly offs, and leaves.
- Quick learning ability is important.
- They should be flexible to adapt to changes in LOBs and working patterns based on business requirements.
- The work pattern consists of 6 working days with rotational shifts and 1 day weekly off.
- The login time is 9 hours with a 1-hour break. Operational hours may vary, but currently its between 9 AM and 10 PM.
- Operational shift timings may vary on peak days such as Akshaya Tritiya, Dhanteras, or during any other offer period.