- The role includes coordinating with multiple teams and ensuring that althe orders are closed within the promised timeline.
- The prospective candidate wilbe responsible to own the entire relationship with assigned clients, including on-boarding, implementation, training, adoption, retention, and satisfaction.
Role Responsibilities
- Responsible for Handling Small/Medium client Tickets/queries and resolving with in SLA.
- Delivering information about company's offerings and assisting clients with product/service inquiries, ensuring client satisfaction and positive service experience.
- Interact with clients, understand their needs and requirements, and deliver customized solutions.
- Regular Client Engagement to review their a/c performance and driving key performance metrics i.e. Delivery TAT, Pick up Performance
- Resolving clients daily operationaissues within the given SLA.
- Identify any process/product shortcomings in order to improvise the same and sharing inputs with product team to support client requirement.
- Handling customer escalations-preparing RCA and providing the solution.
- Collaborate with internastakeholders to maintain and increase performance of client accounts
Key Stakeholders
With
Purpose
Internal
KAMs/ Sourcing/ Warehouse City Heads
Coordinate with Suppliers and Customers on Order status and support required in case of issues and escalations
Category/ Business Development Teams
Establish a comprehensive understanding of products in order to better service the customers on product features
Qualification Experience
Essential/ Desirable
Work Experience
2 to 4 Years of experience in Customer Care or Customer Support Experience
Essential
Knowledge in handling Customer Complaints, Investigation Escalations, etc.
Essential
Knowledge/ Skills
Strong communication skills including verbal, written, presentation and active listening and group facilitation
Essential
Knowledge of customer success in quality results by studying, evaluating, and re-designing processes.
establishing and communicating service metrics; monitoring and analyzing results and implementing
Essential
Strong project management skills and CRM proficiency
Essential
Attention to detaiand analyticaskills
Essential
Education
Graduation from a Tier 1/Tier 2 college/ Post-Graduation from a Tier 1/Tier 2 college
