Customer Service Executive

1) Position Details:

Position Title: Customer Service Executive

Department: Sales and Customer Service

Location: Rabale

Reports To: Customer Service Manager

2) Job Description Summary:

The Customer Service Executive will play a critical role in providing high-quality service and support to clients in the POSM (Point of Sale Material) sector. The ideal candidate will manage client relationships, ensure customer satisfaction, and handle inquiries and complaints effectively. Candidates with experience in FMCG (Fast-Moving Consumer Goods) companies are preferred, given the dynamic nature of customer needs in this sector.

3) Key Result Areas:

3.1 Customer Relationship Management

Duty: Cultivate strong relationships with new and existing clients.

3.2 Inquiry and Order Handling

Duty: Respond to customer inquiries, process orders, and manage order fulfilment.

3.3 Complaint Resolution

Duty: Address and resolve customer complaints in a timely and satisfactory manner.

3.4 Feedback Collection and Analysis

Duty: Collect customer feedback and collaborate with the team for service improvement.

3.5 Reporting and Documentation

Duty: Maintain accurate records of customer interactions and transactions.

3.6 Market Research and Insights

Duty: Conduct market research and provide insights for business development.

3.7 Training and Development

Duty: Participate in training sessions to improve skills and knowledge.

3.8 Cross-Functional Collaboration

Duty: Work with other departments to ensure seamless customer service.

4) Performance Standards - How You Do It:

Demonstrate excellent communication and interpersonal skills.

Maintain a high level of professionalism and empathy in all interactions.

Ensure timely resolution of issues to maximize customer satisfaction.

Proactively identify customer needs and offer solutions.

Consistently achieve or exceed response and resolution targets.

5) Job Factors:

Experience and Qualification:

Bachelors degree in Business Administration, Marketing, or related field.

At least 2-3 years of experience in customer service, preferably in the FMCG or POSM industry.

Proven track record of managing customer relationships and resolving complex customer inquiries.

Skill Sets:

Strong verbal and written communication skills.

Ability to multitask and manage time effectively.

Proficient in CRM software and Microsoft Office Suite.

Excellent problem-solving skills and attention to detail.

Knowledge of POSM products and the FMCG industry.

Salary range Rs 25,000 to Rs 30,000/-per month,