About the Company:

Company started its journey in 2007 with the first store in Noida as a one-stop shop destination for home solutions. They offer a clearly defined home offering with a wide assortment in furniture, homeware, customised solutions in kitchen & wardrobes and home improvement. They strive to add value to their customers by providing personalised interior design consultation and services for homes and offices. They initiated online presence in 2016 with a specially curated assortment of product offering catering to the specific needs of the new-age online customers. Offline they have 49 stores across 28 cities. With the employee strength of 1500, looking forward to expanding the business cross 100 stores cross locations.

The expansion plan is long-term, and they look forward to growing both online & offline across in existing and new markets. They want to offer great quality home products and services to as many people as possible.

Position: Customer Experience Specialist

Head Office: Mumbai

Reporting to: Customer Service Head

Qualification: A Graduate or a Postgraduate

Industry: Retail

Experience: Min 5-7 years of experience (Candidates from Retail / Internet industry preferred)

CTC: upto 8.50/- LPA

ROLE PURPOSE:

A Customer service will play an essential role in the end to end customer support of all products. Process includes ability to understand and reply on customer grievances and queries over email and voice.

ROLE DESCRIPTION:

• Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support
• Liaise with internal teams such as marketing, category(sales) etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged
• Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any
• Raising red flags wherever the business process – billing, installation, or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
• Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
• Collect, track and analyse customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS
• Collaboration, Project Management and CSAT Management

 SKILLS:

• Good communication skills (Verbal/Written)
• Data management and analytics
• Speed, flexibility, and agility
• Adaptability
• Critical thinking
• Empathy and listening skills

For more details, please call Brooma – 9930143843

Mail resume to [email protected]