Key Responsibilities:

- Ensure a seamless process flow from the customer's initial order to the delivery of products and services, and after sales service resolution

- Design and improve customer experience through all channels across categories

- Create and maintain a CRM structure that will work seamlessly across the business and capture crucial information along the sales funnel. Introduce best practices for effective complaint resolution on every platform

- Integrate automation - chatbots, whatsapp for business

- Improve self service options, create FAQs, reduce repeat contact ratio

- Resolve customer complaints on various digital platforms quickly and efficiently

- Keep customers updated on the latest products in order to increase sales

- Make sure the customer database is correctly segmented for targeted marketing activities

Manage the team of customer care executives:

- Reduce dependence on individual executives by creating templates for email responses

- Use tools / metrics to measure and improve productivity and efficiency of team

- Capture customer evaluations on service representatives to ensure constant improvement within the team

- Handle escalations with personal intervention

Develop tools for customer listening, and segment and analyze data to help improve processes and systems across the chain :

- Identify issues and problem areas with packaging to reduce product breakages

- Identify any issues with delivery, logistics

- Capture customer feedback for product improvements

- Capture customer feedback on after purchase experiences and share with relevant teams

Build and maintain relationships with existing and potential customers across all touchpoints:

- Plan and execute CRM strategies to increase customer retention, increase brand loyalty and expand the company brand recall

- Segment customer database for targeted marketing activities

- Increase retention on cancellations

- Make new product information available to customer facing representatives through templates in coordination with new product launches

- Bring in retail customers / customers from other channels into direct communication with the brand

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.