Senior Associate – Customer Experience

Are you an expert in understanding clients' needs and giving them the world class experience with a fashion brand?

 

Our client is the most sought after traditional Indian outfit manufacturing and exporting company. Their contemporary and stylishly designed clothes are full of unique patterns, matchless embroidery, gorgeous mirror-work and beautiful block prints.

Almost a decade old, it is a venture committed to bring together a varied range of traditional crafts and techniques of dyeing, weaving, printing and hand embroidery. The founders have dedicated their life to promote Indian Block Prints and provide employment and Hand-Embroidery training to women so that numerous underprivileged women can be empowered.

 

As a Senior Associate - Customer Experience, you will build sustainable relationships and trust with customers through open and interactive communication

 

• Creating, maintaining reports and presenting it to stakeholders.
• Managing large amounts of calls and emails, and social media, if required.
• Identifying and assessing customer’s needs to achieve satisfaction.
• Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution
• Providing accurate, valid and complete information by using the right methods/ tools
• Following communication procedures, guidelines and policies
• Taking the extra mile to engage customers

• Strong customer handling skills on phone and email.
• Familiar with CRM systems and practices.
• Prior experience with Freshdesk and Magento would be a plus.
• Customer orientation and ability to adapt/ respond to different types of people.
• Excellent communication skills ( both written and verbal ).
• Ability to multitask, prioritize and manage time effectively.
• Empathy and Compassion.
• Punctuality.
• Ability to stretch long hours and work for the bigger vision of the company.
• Experience with microsoft office and G-suite (google). Basics of microsoft excel for reporting purposes is a MUST.