Sweet Karam Coffee - Senior Executive - Customer Experience (2-3 yrs)

Roles and Responsibilities:

1. Handle inbound and outbound customer calls professionally and courteously while adhering to defined scripts and guidelines.

2. Resolve customer inquiries, complaints, and issues promptly, ensuring a high level of customer satisfaction.

3. Manage customer queries across multiple channels, including WhatsApp, Instagram, and Facebook.

4. Provide accurate and detailed information regarding products, services, and order statuses.

5. Escalate complex queries or unresolved issues to the appropriate department for timely resolution.

6. Respond to customer queries via email, live chat, or social media platforms within the defined Service Level Agreement (SLA).

7. Collaborate with internal teams, including logistics, supply chain, and quality assurance, to address and resolve customer concerns effectively.

8. Address and manage online customer reviews, feedback, and ratings in a professional and constructive manner.

9. Document all customer interactions and maintain detailed and accurate records of inquiries, complaints, and resolutions for future reference.

Skills and Qualifications:

- Experience: 2-3 years of experience in customer service or a related field (voice and/or non-voice).

- Languages: Proficiency in Hindi and English is mandatory. Knowledge of Telugu is an added advantage.

- Communication: Excellent verbal and written communication skills.

- Technical Skills: Familiarity with CRM tools, ticketing systems, and MS Excel.

- Adaptability: Ability to multitask and handle high-pressure situations with a customer- first - mindset.

- Learning Orientation: Ability to adapt to new tools, technologies, and processes effectively.

- Team Player: Strong team player with a proactive attitude and willingness to learn and grow.

- Flexibility: Willingness to work in rotational shifts, including weekends and holidays, as per business requirements.