Client Relationship Executive

Role Overview:

As the Customer Relationship Executive/ Manager at Kimirica Hunter International, you will be responsible for

overseeing all customer support operations, developing and implementing strategies to enhance the customer journey, and ensuring a seamless and delightful experience for every interaction. You will lead a team of customer service representatives, maintain a high level of customer satisfaction, and act as the voice of the customer within the organization.

Key Responsibilities:

1. Customer Support Operations:

- Manage and oversee day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, and phone).

- Develop and implement SOPs to streamline the resolution of customer inquiries, complaints, and

issues.

- Monitor and manage KPIs like first response time, resolution time, CSAT, and NPS.

- Ensure timely escalation and resolution of critical customer concerns.

2. Customer Experience:

- Design and implement strategies to enhance customer experience and loyalty.

- Regularly gather customer feedback to identify pain points and areas of improvement.

- Collaborate with product, marketing, and operations teams to address customer needs and drive

brand loyalty.

3. Technology and Tools:

- Implement and optimize customer service tools like CRM, live chat platforms, and ticketing systems.

- Track and analyze data to identify trends and insights that can inform decision-making.

4. Reporting and Insights:

- Create detailed reports on customer service performance and provide actionable insights to

leadership.

- Track and analyze customer service trends to proactively address potential challenges.

Key Qualifications:

- Strong communication and interpersonal skills.

- Ability to handle escalations and de-escalate challenging situations with tact and empathy.

- Proficiency in CRE and customer service tools (e.g., Zendesk, Freshdesk).

- Analytical mindset with a data-driven approach to decision-making.

- Excel knowledge.

Personal Attributes:

- Customer-centric mindset with a passion for delivering exceptional experiences.

- Problem-solving and conflict-resolution skills.

- High level of empathy, patience, and adaptability.