Client Relationship Executive

Kimirica Hunter International; Madhya Pradesh; On-site; INR 450,000 - 650,000; Full time

Job summary

Kimirica Hunter International is seeking a Customer Relationship Executive/Manager to lead the customer service function across multiple channels, ensuring a delightful and consistent experience. You will build SOPs, monitor KPIs, and drive loyalty by aligning product, marketing, and operations around customer needs.

Join a team focused on empathy, data-driven improvements, and scalable support operations to strengthen the brand.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to handle escalations with empathy.
• Proficient in CRE and customer service tools.
• Analytical with data-driven decision making.

Responsibilities

• Customer Support Operations: Manage and oversee day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, and phone).
• Customer Experience: Design and implement strategies to enhance customer experience and loyalty; gather feedback to identify pain points.
• Technology and Tools: Implement and optimize customer service tools like CRM, live chat platforms, and ticketing systems.
• Reporting and Insights: Create detailed reports on customer service performance and provide actionable insights to leadership.

Skills

Communication

Escalation handling

Analytical mindset

Excel knowledge

Tools

Zendesk

Freshdesk

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:

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.