Customer Relationship Management Executive

About Us

At Forest Essentials, we are dedicated to delivering an exceptional customer experience that reflects our brand values of authenticity, care, and excellence. Our customer support team plays a critical role in building trust and long-lasting relationships with our customers by ensuring every interaction is handled with empathy, professionalism, and a deep understanding of our products.

Key Responsibilities

Customer Interaction:

Respond promptly and professionally to customer inquiries received through chat, email, and phone calls. Ensure that each interaction is handled with a strong focus on clarity, empathy, and effective problem resolution, while maintaining the brand's service standards.

Issue Resolution:

Address and resolve customer concerns, complaints, or issues efficiently, with the goal of achieving a high level of customer satisfaction. Escalate complex or sensitive issues to higher-level support or relevant internal teams when necessary.

Product Knowledge:

Maintain an in-depth understanding of Forest Essentials products and services to provide accurate, relevant, and helpful information to customers. Stay updated on new launches, product changes, and ongoing initiatives.

Follow-Up:

Perform follow-up actions as required to ensure customer issues are fully resolved, commitments are met, and customers are satisfied with the outcome.

Communication Excellence:

Demonstrate exceptional verbal and written communication skills. Ensure all written correspondence is clear, concise, professional, and aligned with brand tone.

Time Management:

Handle multiple customer inquiries simultaneously while maintaining a high standard of service. Effectively prioritize tasks to meet deadlines and service level agreements (SLAs).

Team Collaboration:

Work collaboratively with team members and cross-functional departments to ensure a cohesive approach to customer service. Share insights, feedback, and solutions to help improve processes and address recurring issues.

Experience

• 2 to 6 years of work experience in a Customer Service, CRM, or tele-calling role.
• Excellent English communication skills (verbal and written).