Customer Acquisition Associate Job

Designation: Customer Relationship Manager
Level: Junior/Executive
Reports to: Founder-Partner
Job Type: Full Time (Work from Office)
Location: Jaipur (C-Scheme)

Overview:

Akrati is India's leading Manufacturer and Exporter of 925 sterling silver and gemstone jewelry, with the aim to provide the best quality of Fine jewelry at real competitive prices.

Key Responsibilities:

a. Handling Customer Inquiries:
1. Respond to customer queries promptly and effectively through live chat platforms.
2. Address a wide range of customer issues such as product details, order status, returns, billing inquiries, or general inquiries about services.
3. Provide accurate and comprehensive information based on the company's offerings, policies, and procedures.

b. Problem Resolution:
1. Resolve customer issues, complaints, or requests in real-time, ensuring that each issue is handled with professionalism and care.
2. Use problem-solving skills to address complex inquiries, including technical issues or difficult situations.
3. Provide solutions for product or service-related problems and escalate unresolved issues to the appropriate departments if needed.

c. Customer Relationship Management:
1. Foster strong customer relationships by being attentive and responsive to their needs and concerns.
2. Personalize interactions based on customer profiles and past interactions, offering tailored advice or solutions.
3. Ensure customer satisfaction by maintaining a positive tone and offering follow-up assistance if necessary.

d. Accurate Documentation and Data Management:
1. Record and maintain detailed logs of customer interactions, including inquiries, solutions, and feedback.
2. Update customer profiles with relevant information gathered during chats, ensuring that records are accurate and current.
3. Ensure all customer conversations are documented clearly, capturing important details for future reference.

e. Customer Feedback and Satisfaction:
1. Gather customer feedback and insights to improve service and identify areas for business enhancement.
2. Respond to customer complaints or negative feedback promptly, using a solution-oriented approach to retain customer trust and satisfaction.

f. Multitasking:
1. Manage multiple chat sessions simultaneously, ensuring timely responses and consistent quality of service for each customer.
2. Prioritize customer queries based on urgency and complexity, without compromising service quality.

g. Collaboration with Teams:
1. Work closely with other departments (sales, marketing, technical support) to resolve issues that require cross-functional collaboration.
2. Share insights and trends from customer interactions to help improve the company's overall customer experience.

h. Maintaining Chat Process Quality:
1. Adhere to established guidelines and standards for chat communication, ensuring professionalism and compliance with company policies.
2. Meet performance metrics such as response time, customer satisfaction, first-response time, and issue resolution time.

Skills and Qualifications:

1. Ability to communicate clearly, professionally, and concisely in writing, with proper grammar and tone.
2. Strong typing speed and proficiency in chat platforms and CRM systems.
3. Customer-Centric Attitude:
4. A passion for helping customers and providing solutions that meet their needs.
5. Strong empathy and patience to handle a variety of customer emotions and issues via chat.
6. Ability to think critically and find solutions to customer challenges quickly and efficiently.
7. Adept at handling multiple inquiries or issues at once without losing focus.
8. Precision in understanding customer inquiries and providing accurate responses.
9. Ability to maintain detailed records of customer interactions and follow up as needed.
10. Comfortable managing multiple chat interactions at once while maintaining the quality of service.
11. Prioritize and manage time effectively to respond to customers in a timely manner.
12. Comfortable using chat platforms, customer support software, and CRM systems to manage customer interactions.
13. Basic understanding of the company's product or service offerings and the ability to learn quickly.

Preferred Qualifications:

1. Prior experience in a customer service or chat-based role is preferred but not mandatory.
2. Knowledge of specific industry tools or CRM platforms (e.g., Zendesk, Freshchat, LiveChat) is a plus.
3. Basic understanding of the company's products/services or industry-specific knowledge.

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