CRM Executive

Elitehubs; Mumbai; On-site; INR 200,000 - 320,000; Full time

Job summary

Elitehubs is seeking a Customer Executive for our e-commerce website to be the frontline representative, ensuring a seamless and positive customer experience. You will address inquiries, process orders, and guide customers through refunds, while staying informed about product details and promotions.

The role demands strong communication, empathy, and a customer-centric mindset, with proactive updates and collaboration with cross-functional teams to enhance overall satisfaction.

Qualifications

• Excellent communication skills and ability to handle inquiries clearly.
• Empathy and customer-centric approach to ensure satisfaction.
• Strong problem-solving mindset for timely resolutions.
• Patience in handling challenging customers and situations.
• Proactiveness in updating customers and anticipating needs.

Responsibilities

• Respond promptly to customer inquiries via various channels.
• Efficiently process customer orders with accuracy.
• Resolve issues related to orders, payments, and products.
• Maintain product knowledge to provide accurate information.
• Handle returns and guide customers through refunds.
• Update customers on order status and promotions.
• Maintain accurate records of interactions and feedback.
• Collaborate with other teams to improve processes.
• Assist customers in navigating the website and features.
• Gather customer feedback for service improvements.

Skills

Communication skills

Empathy

Problem-solving

Patience

Proactive

Job description

Customer Executive for E-commerce Website:

As a Customer Executive for our e-commerce platform, you will be the front line representative ensuring a seamless and positive experience for our customers. Your responsibilities include addressing customer inquiries, resolving issues, and providing information about products and services. You will also play a crucial role in processing orders, managing returns, and collaborating with other teams to enhance overall customer satisfaction. Excellent communication skills, empathy, and a customer-centric approach are key to excelling in this role. Join us in delivering exceptional service and building lasting relationships with our valued customers.

Your Specific Responsibilities will include, but are not limited to the following:

1. Customer Support:

- Respond promptly to customer inquiries via various communication channels.

2. Order Processing:

- Efficiently manage and process customer orders, ensuring accuracy and timeliness.

3. Issue Resolution:

- Resolve customer concerns and problems related to orders, payments, and products.

4. Product Knowledge:

- Stay informed about product details to provide accurate information and recommendations.

5. Returns and Refunds:

- Handle returns and guide customers through the refund process.

6. Communication:

- Proactively update customers on order status, promotions, and relevant information.

7. Documentation:

- Maintain accurate records of customer interactions and feedback.

8. Cross-functional Collaboration:

- Collaborate with other teams to address customer needs and improve processes.

9. Customer Education:

- Assist customers in navigating the website and using available features.

10. Feedback Collection:

- Gather customer feedback to contribute to service improvements and product development.

The candidate should possess the following behavioral traits:

1. Communication Skills:

- Clear and effective communication to address customer inquiries and concerns.

2. Empathy:

- Ability to understand and empathize with customers, ensuring a positive experience.

3. Problem-solving:

- Quick and effective resolution of customer issues and concerns.

4. Patience:

- Patience in handling challenging customer situations and providing support.

5. Proactive:

- Proactively communicating updates to customers and anticipating their needs.