Role & responsibilities
The Customer Service personnel will serve as the primary point of contact for customers in the Modern trade channel RCPL , ensuring a high level of service and support. This role involves handling customer inquiries, resolving complaints, processing orders, and providing product connectivity timelines. The ideal candidate will possess excellent communication skills, a problem-solving mindset, and the ability to thrive in a fast-paced FMCG environment.
Key Responsibilities:
Customer Interaction:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate product information, including features,benefits, and pricing.
- Manage customer complaints and provide appropriate solutions or alternatives.
Order Management:
- Process customer orders, returns, and exchanges accurately.
- Coordinate with the logistics and supply chain team to ensure timely delivery of products.
- Monitor and track order status, keeping customers informed throughout the process.
Issue Resolution:
- Handle product-related issues, delivery problems, and billing inquiries.
- Escalate complex issues to the Customer Service Manager or relevant departments for resolution.
- Maintain detailed and accurate records of customer interactions and transactions.
Customer Retention & Satisfaction:
- Follow up with customers to ensure satisfaction and encourage repeat business.
- Implement customer feedback to improve service quality and customer experience.
- Participate in customer satisfaction surveys and initiatives.
Collaboration:
- Work closely with the sales, marketing, and logistics teams to meet customer needs.
- Provide insights and feedback from customers to help improve product offerings and services.
- Assist in the development and implementation of customer service policies and procedures.
Reporting & Documentation:
- Maintain comprehensive records of customer interactions and transactions.
- Generate and analyze reports on customer service activities, issues, and trends.
- Contribute to continuous improvement initiatives within the customer service department.
