21 March 2020

e-Commerce (Pharma)

Customer Relationship Manager

Ecommerce Customer Service Manager will own many aspects of support, ranging from building scripts for phone / email / online chat to driving initiatives to improve day-to-day processes.

Job ID: crm210320

LOCATION

Mumbai, India

WORK EXPERIENCE

7 - 8 Years

EDUCATION

12th / Undergradate/Diploma

ROLE REPORTS TO

COO

BUSINESS UNIT

CRM Team

Employer Background

A Leading 3 years old New Age Ayurvedic product Start-up company based in Mumbai which endeavours to bring a rich, traditional Indian science of Ayurveda to today’s modern consumer- both in India and Worldwide. Company recently featured in the "Forbes' 30 Under 30 Asia" List and Business World "40 Under 40" list because of its innovative digital first approach.

 

Today, as a company, they own 100+ FDA approved, proprietary formulations for Ayurvedic medicine. All products are manufactured at ISO 9001:2015 approved, GMP certified, US FDA registered, factory in Silvassa and has raised a series A round of capital of ~USD 5m (~INR 35 Cr) from RP Sanjiv Goenka Group.
 

Desired Skills

  • 7-8 years work experience in – Customer Service Experience (E-commerce Industry) 

  • Highly competent in Microsoft Office i.e., Word, Excel.

  • High Level of communication skills in both Hindi and English.

  • Driven, hungry and entrepreneurial individual who likes responsibility and wants to grow.

Job Description

  • Provides Friendly Professional and Personalized customer service at all times.

  • Assist customers via phone, email and chat regarding placing orders, order confirmation, product/promotion questions, shipping status, returns, etc. with the goal of increasing business, customer satisfaction and retention.

  • Relentless focus on the customer and their experience; constantly identify and communicate opportunities and solutions to improve their experience.

  • Find solutions that benefit both the customer and the company.

  • Demonstrate creative problem-solving for complaints or other opportunities.

  • Ensures that customers receive the quickest service possible.

  • Manages difficult customer situations responding promptly to the needs of the customer resolving issues in the most cost-effective manner while maximizing customer satisfaction.

  • Attracts potential customers by answering product and service questions; suggesting information about new products, ongoing promotions and personalized offers.

  • Escalates unresolved customer issues to management as necessary.

  • Review daily and weekly reports to make recommendations to improve productivity and efficiencies

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