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:
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- 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
nissues.
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- Monitor and manage KPIs like first response time, resolution time, CSAT, and NPS. N
- Ensure timely escalation and resolution of critical customer concerns. N
n2. Customer Experience:
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- 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
nbrand loyalty.
n3. Technology and Tools:
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- 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
n4. Reporting and Insights:
N- Create detailed reportson customer service performance and provide actionable insights to
Nleadership.
n- Track and analyze customer service trends to proactively address potential challenges.
NKey Qualifications:
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- 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 serv