Job Description

Role Overview:

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

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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.

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Key Responsibilities:

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1. Customer Support Operations:

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

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

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issues.

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

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- Ensure timely escalation and resolution of critical customer concerns.

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1. Customer Experience:

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

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

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- Collaborate with product, marketing,



and operations teams to address customer needs and drive

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brand loyalty.

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1. Technology and Tools:

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

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

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1. Reporting and Insights:

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

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leadership.

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

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Key Qualifications:

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- Solid communication and interpersonal skills.

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

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

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

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- Excel knowledge.

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Personal Attributes:

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

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- Problem-solving and conflict-resolution skills.

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- High level of empathy, patience, and adaptability.

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