HR Manager at Youkraft Solutions Private Limited
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Youkraft - Executive/Assistant Manager - Customer Experience (4-7 yrs)
Competencies :
- Customer relationship management, Strong communication skills in English, Hindi and local languages.
- Proficient in managing queries, retail operations over call, email and chats.
- Hands on experience working on communication portals.
- Working under stern TAT.
- Problem solving skills
- Customer retention and loyalty
Role :
- Conducting proactive engagements with contractors and existing customer.
- Monitoring the orders and ensuring the orders are delivered hassle-free.
- To have strong knowledge in business credits to contractors and details around this.
- To handle pricing related queries.
- To handle critical order Refund/Return/ Cancellation and tracking .
- Maintain and work on day-to-day reports and necessary system updates.
- To track the Delivery and make appropriate post delivery calls to maintain healthy relationship and gather feedback
- To ensure the Quality checks are performed by stake holders prior to deliver
- To handle escalations and critical issues and resolve them with amicable resolutions
- To ensure the Wrong Products are redelivered with loyalty programs
- Work with interdepartmental stake holders to full fill customers- requirements
- Coordinate order processing, delivery and returns of customer orders.
- Coordinate with other teams on the execution of brand, marketing and e-commerce activities.
- Ensure the fulfilment of customers' orders via store pick of delivery service.
- Execute activities driven by data analytics.
- Identify strategic business partnerships.
- Implement preventive and corrective measures of disaster recovery plan.
- Implement the customer loyalty programmes.
- Maintain business partnerships.
- Manage the operations for good service.
- Manage the service quality and customer satisfaction.
- Monitor and maintain proper functionality of the website.
- Observe the sales, promotions, marketing and social media activities over digital platforms.
- Work based on the standard operation procedures.
- Prepare insights report on the data-mining outcome.
- Promote good service performance.
- Provide specialised knowledge and insights on the product.
- Track and report the business outcome of data-driven insights.
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