Customer Relationship Officer

JD for Customer Relationship Officer - Non Voice

Company Name: BlueStone Jewellery and Lifestyle Ltd.

Location: Andheri, Mumbai

Position: Customer Relationship Officer

Department: Customer Experience

Main Job Tasks and Responsibilities

1. The role involves addressing queries in real-time via live chats, Emails and WhatsApp.

2. To respond to customer emails with resolutions within the given TAT (Turnaround Time).

3. To follow up with both customers and internal teams.

4. Handling objections and escalations effectively.

Mandatory Skills:

1. Basic email etiquette is an important soft skill to have.

2. Strong written communication skills and professionalism are essential.

3. Having a good typing speed is essential.

4. One should have good convincing skills for handling both pre and post-sales queries.

5. One should take ownership.

6.  Customer-centric approach is essential.

Please note :

-  Candidates should be flexible with shift timings, weekly offs, and leaves.

- Quick learning ability is important.

- They should be flexible to adapt to changes in LOBs and working patterns based on business requirements.

-  The work pattern consists of 6 working days with rotational shifts and 1 day weekly off.

- The login time is 9 hours with a 1-hour break. Operational hours may vary, but currently its between 9 AM and 10 PM.

- Operational shift timings may vary on peak days such as Akshaya Tritiya, Dhanteras, or during any other offer period.

KRA & KPI:

To handle highest number of interactions.

To resolve and close the tickets within the designated TAT (Turnaround Time).

To achieve the set target for Customer Satisfaction (CSAT).

To provide the best quality in every interaction.

To meet the set targets for sales, customer satisfaction, and quality score.