Position: Customer Delight Associate
Type: Full-Time
Reporting to: Customer Delight Manager
Job Responsibilities
1. Customer Interaction:
o Serve as the first point of contact for customers via calls, emails, and chat.
o Address customer inquiries, provide information, and resolve issues promptly and efficiently.
o Build and maintain positive relationships with customers to ensure a high level of satisfaction.
2. Support Services:
o Assist with booking inquiries, project details, and other services.
o Provide after-sales support, ensuring a seamless experience for customers.
3. Problem Resolution:
o Proactively identify customer issues and provide solutions, escalating to relevant teams when necessary.
o Maintain follow-ups to ensure issues are resolved and customers are satisfied.
4. Customer Feedback:
o Collect and record feedback to identify areas of improvement in service delivery.
o Share customer insights with the team to enhance processes and strategies.
5. Operational Duties:
o Update CRM tools with customer interactions, queries, and resolutions.
o Coordinate with internal teams (sales, marketing, and operations) to ensure customer needs are met.
o Stay updated on company offerings and market trends to provide accurate and helpful information.
6. Upselling and Cross-Selling:
o Identify opportunities to introduce customers to additional services or products.
o Assist in upselling and cross-selling efforts while maintaining a customer-centric
approach.
Key Requirements and Qualifications
1. Educational Background: Bachelor’s degree
2. Experience: Minimum 1-2 years of experience in customer service and pre-sales, preferably in real estate or a similar field.
o Experience in handling remote customer interactions via multiple channels (phone, email, and chat).
3. Skills:
o Excellent verbal and written communication skills in English, Hindi and one more language.
o Strong interpersonal and problem-solving skills.
o Proficiency in using CRM tools and basic computer applications (Microsoft Office Suite, Google Workspace).
4. Personal Traits:
o Customer-oriented mindset with a proactive approach to resolving issues.
o High levels of empathy, patience, and adaptability.
o Ability to work independently and as part of a team.
Key Result Areas (KRAs)
1. Customer Satisfaction:
o Achieve and maintain customer satisfaction score.
o Resolve customer queries within the first interaction or within 24 hours.
2. Response Time:
o Ensure response times for emails, chats, and calls.
3. Customer Retention:
o Enhance repeat interactions by providing outstanding service.
4. Operational Efficiency:
o Maintain 100% accuracy in CRM updates for customer records and service history.
o Successfully handle at least 100 to 150 customer interactions daily while adhering to quality standards.
5. Sales Contribution:
o Identify upselling or cross-selling opportunities, contributing to monthly sales targets.
6. Feedback Implementation:
o Regularly share customer feedback and ensure actionable insights are implemented within agreed timelines.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹30,000.00 per month
Benefits:
- Leave encashment
- Paid time off
- Provident Fund
Work Location: In person