Sr. Executive Customer Relations @ Talent Leads Hr

Job Description

About the Company: Join ACPL Exports Pvt. Ltd., a leading silver jewelry supplier with a 60-year 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: 8-10 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 peoples team along with 2-5 crore. Turnover per year are preferred. Requirements Customer Satisfaction Score (CSAT): Target: Achieve a CSAT score of 90% or above through regular feedback collection and addressing customer concerns promptly. Response Time: Target: Maintain a response time of less than 24 hours for customer inquiries via email, phone, and other communication channels. Query Resolution Rate: Target: Ensure a query resolution rate of at least 95%, resolving customer issues effectively and efficiently. Order Accuracy: Target: Maintain order accuracy levels above 98%, minimizing errors in order processing and fulfilment. Upselling and Cross-Selling: Target: Implement strategies to increase upselling and cross-selling opportunities, aiming for a 10% increase in average order value. Customer Retention Rate: Target: Achieve a customer retention rate of 80% or higher, fostering long-term relationships and loyalty among clients. Complaint Handling: Target: Reduce the number of customer complaints by 15% quarterly through proactive measures and effective resolution strategies. Feedback Collection: Target: Collect feedback from customers after each interaction, achieving a feedback response rate of at least 80%. Client Engagement Initiatives: Target: Organize client engagement activities such as webinars, workshops, and events, fostering stronger relationships and enhancing brand loyalty. Customer Referrals: Target: Implement referral programs to encourage existing customers to refer new clients, aiming for a 20% increase in customer referrals annually. BenefitsMotivational 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 60-year 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

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Supply Chain / Logistics
Functional Area: Not Applicable
Role/Responsibilies: Sr. Executive Customer Relations

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Keyskills:   Customer Relations Customer Satisfaction Query Resolution Upselling Complaint Handling Client Engagement Ecommerce Customer Support CrossSelling Feedback Collection Customer Referrals