DailyObjects – Customer Relationship Manager at DailyObjects

Posted 6 months ago
Gurugram, Haryana
Application deadline closed.

Job Description

DailyObjects – Customer Relationship Manager


About the Role :As a Customer Relationship Manager, you would be handling a team that is the face of the company over various communication channels. The communication channel involves Email, Call, Chat, Whatsapp, CRM and social medial. Aim is to maximize customer retention & conversion, better customer service standards and reduce cancellations thereby impacting the profitability of the company. The candidate should have proven experience working in a customer support position, show excellent leadership and interpersonal skills and set a new standard for customer satisfaction. It’s important for you to understand the brand positioning/ perception to ensure we adhere to the standards adopted by the best of the brands across the globe.Expected qualification/Experience :- 3-5 years of min experience in a D2C or ECommerce company processing atleast than 15-25k Orders Daily.- An in-depth understanding of CRM Software, Matrices Used to measure Customer Satisfaction Level and having hands… -on experience understanding the intricacies of the Customer support department & managing a team of 10-15 CRM executives.What You will Do :- Establish performance metrics for Categories & evaluation of factors affecting the service standards.- Managing the customer support department’s day-to-day functions.- Formulating and revising customer support policies and promoting their implementation.- Analyse the best practices & Informing the team of all new information related to products, procedures, and trends.- Assessing support statistics and preparing detailed reports on the findings- Monitoring and authenticating returns, exchanges, and voids.- Dealing with customer issues and complaints.- Identifies potential cost reductions.- Responsible for routinely reporting on department KPIs along with appropriate analysis and countermeasures.- Dealing with Logistic Partners handling the returns & replacements.- Coordinate SLA breaches & interacting with other departments to ensure customer commitments are adhered to.Must have Skill Set :- Looking for a go getter willing to get his hands dirty and lead by setting an example.- Detailed understanding of how Ecommerce operates & Challenges in Scaling up. – Ability to conduct detailed procedures in a time constrained environment- Quick learner with the ability to handle multiple tasks simultaneously, maintain focus- Outstanding written and verbal communication skills.- Strong sense of time organization and urgency- Question the cherished way of doing things (ref:iimjobs.com