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Customer Relationship Officer

Country : India India

Region : Karnataka

Town : BENGALURU

Category : Sales

Contract type : Permanent

Availability : Full time

Job description

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  • Job Details
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  • Customer Relationship Officer Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust. You should also be familiar with the Live chat routine.Help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures. 
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  • External Interfaces Internal Interfaces
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  •        Customers           Business teams       CRM Team       Service teams       IT Team       Stores
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  • Job Requirements
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  • Education Graduation or above preferably in Hotel Management, English language, Journalism.
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  • Relevant Experience 5+ years preferably with Jewellery/Gemstone/Luxury brand/Luxury lifestyle
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  • Behavioural Skills        Learning Ability       Perseverance       Overcoming failures       Listening       Conflict Management       Sales oriented mindset
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  • Personal Attributes        Relationship Building       Communication & Story Telling       Personal Style       Understanding of Luxury       Category Interest (Luxury watches)          
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  • Knowledge        Computers       Digital Inclination       Category       Live Chat/WhatsApp Channels       Familiarity with any CRM tool
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  • Expected Process Contributions
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  • Expected Process Contribution Process Outcome Performance Measure
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  • Customer Engagement
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  •         Respond to customer queries in a timely and accurate way, via phone, email or chat in an SLA based environment        Identify customer needs and help customers use specific features.         Effectively engage with customers to provide exceptional customer experience and drive conversions.        Analyze and report product issues (for example, by testing of different scenarios)        Update our internal databases with information about product issues and useful discussions with customers        Share feature requests and effective workarounds with team members        Inform customers about new features and functionalities        Follow up with customers to ensure their issues are resolved        Gather customer feedback and share with our Product, Sales and Marketing teams        Provide Pre-sales and post-sales Support        Demonstrates empathy         Proactively follow up on escalations with different stakeholders  Outbound Outreach program management        Device effective ways to engage with customers by means of out calling for intent and potential leads.         Work towards enhanced C-SAT and conversion rates.        Overcomes constraints to meet established deadlines        Ensure hygiene metrics are in place         Ensure call tagging compliance, accurate tagging and data enrichment for customer interactions with the team.\r
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    • Receive inbound calls from customers to interact with them and identify their needs or issues
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    • Placing outbound calls and complaint management/follow up.
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     Should be ok with:  Working 6 days a week (one rotational week-off, Sundays working as well)        Live Chat WhatsApp Customer Engagement  Outbound & Inbound Customer Engagement  Social Media Engagement        CSAT       Revenue       Conversion rate       Accurate  Interaction  documentation       Productivity
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