Senior Customer Relationship Executive

Digitide; Jaipur; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Digitide is seeking a Senior Customer Relationship Executive in Jaipur to lead the Customer Care Executives, guide customer interactions, and drive service excellence. You will mentor the team, manage complex inquiries, and build strong client relationships to deliver tailored solutions.

The role requires proven leadership in customer service, excellent communication, and the ability to analyze feedback for process improvements.

Qualifications

• 5+ years in customer-facing roles, with 2+ years in leadership.
• Proven track record mentoring customer service teams.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency with CRM systems and support tools.
• Analytical skills to interpret data and drive decisions.
• Ability to work independently and manage multiple tasks.
• Flexibility to adapt to changing needs and priorities.
• Customer-centric attitude with a passion for service.

Responsibilities

• Lead and mentor a team of CCEs to ensure high-quality service.
• Handle complex inquiries and escalate when needed.
• Build and maintain strong client relationships and provide tailored solutions.
• Monitor feedback, identify trends, and implement improvements.
• Develop strategies to enhance satisfaction and loyalty.
• Collaborate with other departments for seamless experiences.
• Train and develop CCEs to excel in their roles.
• Conduct regular performance reviews and constructive feedback.
• Stay updated on industry trends and best practices in CRM.

Skills

Leadership

Mentoring teams

Customer service

CRM proficiency

Communication

Problem-solving

Analytical thinking

Multitasking

Adaptability

Customer-centric mindset

Tools

CRM software

Job description

Job Description:

The Senior Customer Relationship Executive will play a vital role in our companys success by guiding and supporting the Customer Care Executives (CCEs). This role involves overseeing customer interactions, providing expert guidance, and fostering a positive and efficient work environment. The ideal candidate will have a proven track record in customer service, excellent communication skills, and the ability to lead and motivate a team.

Responsibilities

• Lead and mentor a team of CCEs, providing guidance and support to ensure high-quality customer service.
• Handle complex customer inquiries and elevate issues as needed, ensuring timely resolution.
• Build and maintain strong relationships with key clients, understanding their needs and providing tailored solutions.
• Monitor and analyze customer feedback, identifying trends and implementing improvements.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Train and develop CCEs, ensuring they have the skills and knowledge to excel in their roles.
• Conduct regular performance reviews and provide constructive feedback to the team.
• Stay updated on industry trends and best practices in customer relationship management.

Qualifications

• Minimum 5 years of experience in a customer-facing role, with at least 2 years in a leadership position.
• Proven track record in managing and mentoring customer service teams.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in using CRM systems and customer support tools.
• Analytical skills to interpret data and make informed decisions.
• Ability to work independently and manage multiple tasks simultaneously.
• Flexibility to adapt to changing customer needs and business requirements.
• A positive and customer-centric attitude, with a passion for delivering exceptional service.
• Relevant industry certifications or qualifications are an asset.