Job Description

Role Overview:

n

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

n

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.

n

Key Responsibilities:

n

1. Customer Support Operations:

n

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

n

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

n

issues.

n

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

n

- Ensure timely escalation and resolution of critical customer concerns.

n

2. Customer Experience:

n

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

n

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

n

- Collaborate with product, marketing,



and operations teams to address customer needs and drive

n

brand loyalty.

n

3. Technology and Tools:

n

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

n

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

n

4. Reporting and Insights:

n

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

n

leadership.

n

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

n

Key Qualifications:

n

- Robust communication and interpersonal skills.

n

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

n

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

n

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

n

- Excel knowledge.

n

Personal Attributes:

n

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

n

- Problem-solving and conflict-resolution skills.

n

- High level of empathy, patience, and adaptability.

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