Manager - Customer Delight - FMCG

Role and Responsibilities: (will include but not be limited to the following) :

- Provide regular support and resolve queries (Emails and Calls)

- Respond to customers in a timely manner.

- Escalating and determining areas of concern as raised by customers.

- Set and implement processes w.r.t to customer support and oversee the relationship with customers handled by the external contact centre.

- Analyse trends, measure impact, and provide regular reports to the Marketing team.

- Build and optimize consumer journeys to manage customer enquiries and complaints on the customer relationship management platform.

- Work on improving customer experience at every touch point using various online tools like Shopify, ZOHO CRM, ZOHO Desk, Hotjar, Woztell, etc.

- Be the voice of the customers internally - Partner with the marketing team to identify and derive insights from customer sentiment and product feedback from the Community base.

- Ensure the brand's language and tonality are followed for all customer interactions.

- Proactive reaching out to prospective customers & others with the necessary communication.

- Identify and nurture high-value customers to share relevant stories.

Qualifications and Education Requirements :

- Graduate + MBA (Not Mandatory)

Key Skills :

- Strong leadership abilities - Excellent written and verbal communication

- Ability to meet deadlines and address time- Ability to manage workflow amid shifting priorities sensitive issues - Team player

- Superior multi-tasking skills - Ability to connect and empathize with customers.

- Ability to provide high-level customer service with astute attention to detail and organization

Experience :

- 5+ years of experience in proven work experience in customer service or a similar role

- Knowledge of any CRM software

- Hands-on experience in excel