Senior Customer Service Representative

Company Description

Rosier Foods is a Delhi-based company headquartered in India's capital. Known for its dedication to delivering high-quality food products, the company is committed to excellence in production and service. With a focus on innovation and customer satisfaction, Rosier Foods has established itself as a reliable name in the food industry. The organization values collaboration and aims to create a positive impact through its operations.

Role Description

This is a full-time, on-site role based in Noida for a Senior Customer Service Representative. He/She will oversee the development and implementation of CRM strategies to improve customer engagement and retention. Responsibilities include analyzing customer data, managing key client relationships, leading sales initiatives, and ensuring the successful execution of customer-focused projects.

Key Responsibilities

E-commerce & CRM Management

• Managed online store operations using Shopify
• Maintained accurate customer profiles and order data
• Monitored product listings, inventory, and order processing

Reporting & Data Analysis

• Created agent productivity reports and performance dashboards
• Generated daily, weekly, and monthly MIS reports using Microsoft Excel
• Tracked KPIs such as response time, resolution rate, and sales performance

Team Handling & Performance Management

• Supervised and managed a team of customer support agents
• Monitored team productivity and performance metrics
• Conducted regular performance reviews and provided feedback/training

Customer Support & Communication

• Handled customer queries via email, chat, and social media
• Managed responses to DMs and comments on platforms like Instagram and Facebook
• Ensured timely and professional resolution of customer issues

Operations & Process Alignment

• Maintained operational alignment charts and workflow tracking
• Improved internal processes for better efficiency and customer satisfaction
• Coordinated between different departments to resolve issues

Requirements

• Prior experience in the food or FMCG industry is advantageous
• Bachelor's degree in Business Management, Marketing, or related field

Core Skills

• E-commerce Operations (Shopify)
• Team Leadership & Management
• Data Analysis & Reporting (Excel)
• Customer Relationship Management
• Social Media Handling
• Email & Query Resolution
• Process Improvement