Senior Customer Relationship Officer

Senior Customer Relationship Officer

Company Name: BlueStone Jewellery and Lifestyle Ltd.

Location: Mumbai - Andheri

Position: Senior Customer Relationship Officer

Department: Customer Experience

Main Job Tasks and Responsibilities

• We are seeking a highly motivated and customer-focused Senior Customer Support Executive.
• Handle customer inquiries, complaints, and requests through phone calls, emails, live chat, and WhatsApp.
• Provide accurate, timely, and professional resolutions to customer concerns.
• Ensure adherence to defined Service Level Agreements (SLAs) and quality standards.
• Maintain detailed and accurate records of customer interactions in systems.
• Required to Handling objections and escalations effectively.
• Positive attitude with Strong ownership and accountability.
• Ability to work collaboratively across departments.
• Willingness to support the team beyond routine responsibilities.

Mandatory Skills:

• Excellent verbal and written communication skills.
• Strong customer handling and conflict-resolution abilities.
• Experience in managing customer interactions across calls, emails, chats, and WhatsApp.
• Ability to handle escalations professionally and effectively.
• Strong problem-solving and decision-making skills.
• Good knowledge of CRM and customer support tools.
• Ability to multitask and work in a fast-paced environment.
• Leadership and mentoring capabilities.
• Prepare and share customer service reports as required.
• Coordinate with operations, logistics, sales, technical, and other internal teams for issue resolution.
• Escalate critical concerns to management in a timely manner.

Qualifications:

• Graduate in any discipline.
• 3 to 6 years of experience in Customer Support, Customer Service, or Customer Experience roles.
• Prior experience in handling escalations and supporting teams is preferred.

KRA and KPI:

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• SLA Adherence
• Escalation Resolution Rate
• Quality Audit Scores
• Customer Retention and Service Recovery Metrics

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.