Costumer Care Executive

I. Client Communication and Relationship Management (The Core Role)

• Primary Point of Contact: Act as the main liaison between the client and the internal design/project teams, ensuring a smooth flow of communication throughout the project lifecycle (from initial inquiry to project handover).
• Query Resolution: Respond promptly and professionally to all client inquiries, concerns, and complaints via phone, email, and in-person meetings.
• Client Feedback: Proactively collect, document, and analyze client feedback at various project stages to identify areas for improvement in design and service delivery.
• Expectation Management: Clearly communicate project timelines, scope changes, and fee structures to clients, ensuring their expectations are realistic and aligned with the project agreement.
• Post-Project Follow-up: Conduct follow-up calls or surveys after project completion to ensure client satisfaction and foster long-term relationships for potential referrals or future work.

II. Sales Support and Lead Qualification

• Inbound Lead Handling: Manage incoming calls and emails from potential clients, providing a warm and professional first impression of Arc Space Concept Studio.
• Lead Qualification: Conduct initial screening of leads to understand their basic requirements (project type, size, budget, timeline) and determine if they are a good fit for the firm's services before handing them off to the design or sales team.
• Information Dissemination: Provide detailed information about the firm's portfolio, design philosophy, process, and service offerings.
• Appointment Scheduling: Schedule and confirm consultation appointments for the Principal Architect or design team with qualified leads.

III. Documentation and CRM Management

• Record Keeping: Maintain accurate and detailed records of all customer interactions, correspondence, and status updates in the firm's Customer Relationship Management (CRM) system or project management software.
• Reporting: Generate regular reports on customer service metrics, common complaints, and client satisfaction levels for management review.
• Documentation Support: Assist in preparing and organizing initial client-facing documents, such as welcome kits, service agreements, and project kick-off agendas.

IV. Coordination and Internal Communication

• Internal Liaison: Effectively communicate client needs, preferences, and feedback to the design, engineering, and site execution teams.
• Update Management: Ensure the client is regularly updated on the project's progress, potential delays, and milestones achieved.
• Issue Escalation: Promptly escalate complex technical or design-related client issues to the appropriate internal personnel for resolution, and follow up to ensure a timely response is delivered to the client.

Job Type: Full-time

Pay: ₹10,000.00 - ₹20,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement

Ability to commute/relocate:

• Manjeri, Kerala: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Customer relationship management: 2 years (Required)
• Customer acquisition: 1 year (Required)
• Leadership: 1 year (Required)

Language:

• English (Required)
• Malayalam (Required)

Work Location: In person