Role Overview: As the Customer Relationship Executive 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.
Job Title
Client Relationship Executive