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 - Solid 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