Client Relationship Executive

Kimirica Hunter International; Indore District; On-site; INR 600,000 - 900,000; Full time

Job summary

Kimirica Hunter International is seeking a Customer Relationship Executive/Manager to oversee all customer support operations and enhance the customer journey across multiple channels. You will lead a team of agents, ensure high satisfaction, and act as the voice of the customer within the organization.

You will design and implement CRM-driven strategies, monitor KPIs, and collaborate with product, marketing and operations to drive brand loyalty and a seamless customer experience.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to handle escalations with empathy.
• Proficiency in CRE and customer service tools (e.g., Zendesk, Freshdesk).
• Analytical mindset with a data-driven approach to decision-making.

Responsibilities

• Oversee day-to-day customer support operations across email, chat, social media, WhatsApp and phone.
• Develop SOPs to streamline resolution of inquiries, complaints and issues; monitor KPIs like first response time and CSAT.
• Lead a team of customer service representatives and ensure high customer satisfaction.
• Collaborate with product, marketing and operations to improve the customer journey and drive loyalty.

Skills

Communication

Leadership

Empathy

CRM Tools

Conflict Resolution

Tools

Zendesk

Freshdesk

Live chat tools

Job description

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:

1. 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.

2. 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.

3. 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.

4. 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.