Job DescriptionRole Overview:
nAs the Customer Relationship Executive/ Manager at Kimirica Hunter International, you will be responsible for
noverseeing 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.
nKey Responsibilities:
n1. 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
nissues.
n- Monitor and manage KPIs like first response time, resolution time, CSAT, and NPS.
n- Ensure timely escalation and resolution of critical customer concerns.
n2. 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
nbrand loyalty.
n3. 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.
n4. Reporting and Insights:
n- Create detailed reports on customer service performance and provide actionable insights to
nleadership.
n- Track and analyze customer service trends to proactively address potential challenges.
nKey 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 wi