Project Summary
Customer Relationship Officer Responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with the Live chat routine. Help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Qualifications
Bachelor’s or Post Graduate degree
Experience
1-4years
Technical Skills
- Live Chat – WhatsApp Customer Engagement Outbound – Customer Engagement
Customer Service
- Counsels, addresses, guides.
- Cooperates for optimum possible outcomes and win-win results.
- Perceives feelings or situations accurately.
- Develops rapport with others.
Written and Verbal Communication
- Writes clearly and concisely.
- Listens attentively.
- Provides appropriate feedback, either independently or when asked.
- Expresses ideas.
- Speaks clearly and provides clear directions.
Problem-Solving
- Defines needs and requirements.
- Creates ideas.
- Identifies appropriate resources.
- Gathers information.
- Develops evaluation strategies.
Organizational Skills
- Handles details.
- Coordinates and plans tasks.
- Follows through on tasks.
- Demonstrates effective time management.
Tasks & Deliverables
- Respond to customer queries in a timely and accurate way, via phone, email or chat in an SLA based environment
- Identify customer needs and help customers use specific features
- Analyze and report product issues (for example, by testing of different scenarios)
- Update our internal databases with information about product issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Provide Pre-sales and post-sales Support
- Demonstrates empathy
- Proactively follow up on escalations with different stakeholders
Outbound Outreach program management
- Device effective ways to engage with customers by means of out calling for intent and potential leads.
- Work towards enhanced C-SAT and conversion rates.
- Overcomes constraints to meet established deadlines
- Ensure hygiene metrics are in place
- Ensure call tagging compliance, accurate tagging and data enrichment for customer interactions with the team.
- Receive inbound calls from customers to interact with them and identify their needs or issues
- Placing outbound calls and complaint management/follow up.
Should be ok with:
- Working 6 days a week (one rotational week-off, Sundays working as well )
Key Stakeholders for the Project
- External Interfaces: Customers
- Internal Interfaces: Business SPOCS
LOCATION
BENGALURU, KA
WORK MODE
COMPENSATION
Commensurate with role and project responsibility
TYPE OF RETURNSHIP
PERIOD OF RETURNSHIP
1 year
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