Job Description

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