SR EXECUTIVE CUSTOME....
SR EXECUTIVE CUSTOMER RELATIONS
Posted on :
21-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2547890
About the Company:
Join ACPL Exports Pvt. Ltd. a leading silver jewelry supplier with a 60year legacy renowned for its quality craftsmanship and innovative designs. ACPL is committed to delivering exceptional customer experiences and maintaining strong relationships with clients worldwide.
About the Role: Executive/Sr. Executive Customer Relations
As an Executive/Sr. Executive Customer Relations at ACPL Exports Pvt. Ltd. you will play a pivotal role in managing customer interactions addressing inquiries and ensuring high levels of customer satisfaction. Your primary focus will be on building and maintaining positive relationships with clients to drive loyalty and repeat business. To provide clarity on expectations we have outlined Key Performance Indicators (KPIs) tailored to the unique demands of customer relations in this industry.
Fundamental Parameters:
Experience: 810 years of industry experience in ecommerce customer support
Qualification: Graduation/10 2 in any specialization from a recognized university.
Location: Nunhai Agra.
Compensation: Competitive aligned with industry standards.
Gender: Both genders welcome to apply
Preference: Candidates with experience and knowledge of ZOHO CRM and can manage 5 people s team along with 25 crore. Turnover per year are preferred.
Requirements
1. Customer Satisfaction Score (CSAT):
Target: Achieve a CSAT score of 90% or above through regular feedback collection and addressing customer concerns promptly.
2. Response Time:
Target: Maintain a response time of less than 24 hours for customer inquiries via email phone and other communication channels.
3. Query Resolution Rate:
Target: Ensure a query resolution rate of at least 95% resolving customer issues effectively and efficiently.
4. Order Accuracy:
Target: Maintain order accuracy levels above 98% minimizing errors in order processing and fulfilment.
5. Upselling and CrossSelling:
Target: Implement strategies to increase upselling and crossselling opportunities aiming for a 10% increase in average order value.
6. Customer Retention Rate:
Target: Achieve a customer retention rate of 80% or higher fostering longterm relationships and loyalty among clients.
7. Complaint Handling:
Target: Reduce the number of customer complaints by 15% quarterly through proactive measures and effective resolution strategies.
8. Feedback Collection:
Target: Collect feedback from customers after each interaction achieving a feedback response rate of at least 80%.
9. Client Engagement Initiatives:
Target: Organize client engagement activities such as webinars workshops and events fostering stronger relationships and enhancing brand loyalty.
10. Customer Referrals:
Target: Implement referral programs to encourage existing customers to refer new clients aiming for a 20% increase in customer referrals annually.
Benefits
Motivational Parameters:
At ACPL we take pride in fostering a motivating work culture that promotes growth teamwork and excellence. Our commitment to providing the best care extends to our employees ensuring a supportive and inclusive environment where your skills and dedication are highly valued.
Career Graph: Join ACPL Exports Pvt. Ltd. a prestigious silver jewelry supplier with a 60year legacy as an Executive/Sr. Executive Customer Relations. In this role youll be responsible for managing customer interactions addressing inquiries and fostering strong relationships with clients to drive satisfaction and loyalty. As an Executive/Sr. Executive Customer Relations at ACPL Exports Pvt. Ltd. youll play a crucial role in ensuring high levels of customer satisfaction and fostering strong relationships with clients. So enhance your skills and expertise in customer relations while working in a supportive and collaborative environment.
1. Manage tasks including Inter Unit Reconciliation manage day-to-day accounting operations, Payables, Capitalization, Insurance, and Contract Accounting. 2. Oversee the duties of the accounting team. 3. Assist in developing and monitoring budgets, ensuring alignment with company goals and financial targets. 4. Oversee the complete financial process, ensuring accuracy and compliance at each step. 5. Demonstrate proficiency in GST, TDS, and other accounts-related compliances, ensuring adherence to regulatory requirements
Employment Type
Full Time
Key Skills
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