Senior Associate Customer Relations

1) Job Purpose

• Lead engagement & qualification-Proactively reach out to all digital leads in a timely manner. Effectively engage with prospects to identify and qualify sales opportunities for the funnel.
• Partner conversion and co-ordination management-Share qualified opportunities with appropriate partners for follow-up. Regularly coordinate with partners to track lead progress and ensure timely conversions. Actively drive conversions through effective communication and monitoring.
• Chat inflow management- Manage incoming chat inquiries from potential customers ensuring prompt and professional responses. Provide accurate and detailed product information to address customer needs. Maintain a high standard of customer satisfaction through excellent service.

2) Job Context & Major Challenges:

Job Context: -Driving Business in assigned geography through appointed channel partner. Also focus on developing channels providing training to channels manpower to drive business. Engage influencer (Builder Architect Interior decorator) and maintain profitable relation with them. Ensuring adherence of quality parameter at partners factory while manufacturing of product and service delivery to customer.

3) Key Result Areas/Accountabilities:

Key Result Areas/Accountabilities

Supporting Actions

Sales consultation & support

• Video consultation
• Inbound and Outbound calls handling
• Communication of value proposition to drive conversion
• Identification of high potential lead and active follow-up with partners to drive conversion

Complaints handling

• Resolve customer service problems from all sources.
• Adhering to the TaT set.
• Work closely with external and internal stakeholder and ensure all complaints are resolved withing TAT
• Monitor client complaints to identify patterns and institutionalize processes to lessen recurring issues

Fabricator Management

• Maintaining a strong relationship with the fabricator community
• Monitoring SLA Ensure all leads/complaints are follow-up timely by Fabricators and status is updated in Zoho
• Enable the Fabricator & the Sales team to generate Revenue and profitability to the most potential

Warranty & AMC management

• Issuance of warranty and AMC
• Sale of AMC and other related products
• Address warranty claims
• Execution support for AMC Warranty and other products

Call Center Management

• Ensuring all SLAs are met and reporting is done
• Monitoring all the leads from the source point to the end conclusion and convert to Sales.
• Take care of all escalations and other relevant service issues of the customers .
• Creating a follow up and follow through culture with the customers with regular updates
• Ensuring seamless coordination between all external partners

• Develops working knowledge of industry regulations restrictions and laws and ensures service department adheres to all regulation
• Continual enhancement upgrade of the call center