Customer experience -Pet Relationship Manager

Keka Technologies Private Limited; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Keka Technologies Private Limited in Chennai is seeking a Pet Relationship Manager to serve as the primary contact for key customers, ensuring exceptional service across calls and chat. The role emphasizes proactive relationship management, understanding pet care products, and resolving inquiries to drive satisfaction and loyalty.

The candidate should have strong communication skills, empathy, and experience in customer-facing roles, with proficiency in CRM tools and live chat platforms.

Qualifications

• Education: Bachelor's degree or equivalent (preferred).
• Experience: Experience in customer-facing key account management role (preferred).
• Strong communication and interpersonal skills.
• Empathy and patience in dealing with customers.
• Proficiency in CRM tools and live chat platforms (preferred).
• Goal-oriented mindset with ability to meet deadlines and targets.

Responsibilities

• Handle a high volume of inbound and outbound calls with professionalism and empathy.
• Manage live chat conversations, ensuring prompt and accurate responses.
• Address customer inquiries, complaints, and concerns effectively, escalating as needed.
• Build and maintain strong, long-term relationships with key customers.
• Understand individual customer needs and provide tailored recommendations for pet care products/services.
• Act as a trusted advisor, offering insights and solutions to improve customer satisfaction.
• Stay updated on the company’s pet care products and services.
• Communicate product features, benefits, and proper usage effectively to customers.

Skills

Customer interaction

Account management

Product knowledge

CRM platforms

Communication skills

Empathy

Education

Bachelor's degree

Tools

CRM platforms

Live chat

Job description

Customer experience -Pet Relationship Manager

0-2

Full-Time

Job Title: Pet Relationship Manager (Customer Experience)

Department: Customer Experience Team

Reports To: Team Manager

Role Overview

The Pet Relationship Manager will serve as the primary point of contact for key customers, ensuring exceptional service across inbound calls, outbound calls, and chat interactions. The role requires proactive relationship management, a deep understanding of pet care products/services, and the ability to resolve customer queries while driving satisfaction and loyalty.

Key Responsibilities

1. Customer Interaction & Support

• Handle a high volume of inbound and outbound calls with professionalism and empathy.
• Manage live chat conversations, ensuring prompt and accurate responses.
• Address customer inquiries, complaints, and concerns effectively, escalating as needed.

2. Account Management

• Build and maintain strong, long-term relationships with key customers.
• Understand individual customer needs and provide tailored recommendations for pet care products/services.
• Act as a trusted advisor, offering insights and solutions to improve customer satisfaction.

3. Product Knowledge

• Stay updated on the company’s pet care products and services.
• Communicate product features, benefits, and proper usage effectively to customers.

Qualifications

• Education: Bachelor's degree or equivalent in any discipline (preferred)
• Experience: Experience in customer-facing key account management role (preferred)
• Strong communication and interpersonal skills.
• Empathy and patience in dealing with customers.
• Proficiency in CRM tools and live chat platforms (preferred)
• Goal-oriented mindset with the ability to meet deadlines and targets.

Preferred Traits

• Passion for pets and pet care.
• Ability to work in a fast-paced environment.
• A problem-solving attitude and attention to detail.