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Client Relationship Executive (Apply in 3 Minutes)

Client Relationship Executive (Apply in 3 Minutes)

Kimirica Hunter InternationalIndia
10 hours ago
Job description

Role Overview :

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

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.

Key Responsibilities :

1. Customer Support Operations :

  • Manage and oversee day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, and phone).
  • Develop and implement SOPs to streamline the resolution of customer inquiries, complaints, and

issues.

  • Monitor and manage KPIs like first response time, resolution time, CSAT, and NPS.
  • Ensure timely escalation and resolution of critical customer concerns.

    • 2. Customer Experience :

  • Design and implement strategies to enhance customer experience and loyalty.
  • Regularly gather customer feedback to identify pain points and areas of improvement.
  • Collaborate with product, marketing, and operations teams to address customer needs and drive

    • brand loyalty.

    3. Technology and Tools :

  • Implement and optimize customer service tools like CRM, live chat platforms, and ticketing systems.
  • Track and analyze data to identify trends and insights that can inform decision-making.

    • 4. Reporting and Insights :

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

    • leadership.

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

    • Key Qualifications :

  • Strong communication and interpersonal skills.
  • Ability to handle escalations and de-escalate challenging situations with tact and empathy.
  • Proficiency in CRE and customer service tools (e.g., Zendesk, Freshdesk).
  • Analytical mindset with a data-driven approach to decision-making.
  • Excel knowledge.

    • Personal Attributes :

  • Customer-centric mindset with a passion for delivering exceptional experiences.
  • Problem-solving and conflict-resolution skills.
  • High level of empathy, patience, and adaptability.
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    Client Relationship Executive • India