Client Relationship Executive

About This Job

Kimirica Hunter International

Location: Indore, Madhya Pradesh, India

Work Mode: On-site

Industry: Personal Care Product Manufacturing,Business Consulting and Services,Manufacturing

Job Description

Role Overview:

As the Customer Relationship Executive/ Manager 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

• 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.
• 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.

• 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.
• 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.