CRM executive

Background

Kaapi Machines is an industry leader into the B2B Coffee equipment space, servicing top F&B and corporate customers for 10+ years. It has now entered the B2C space with its sister company Somethings Brewing. SB is positioned to become a leader in the Home brewing segment. We are looking to convert coffee lovers into coffee brewers.

Role & Responsibilities

Here are the key expectations from the role: 

1. Inbound customer support
2. Respond to all inbound post sales customer queries coming on all channels
3. Coordinate with internal teams to solve for the customer’s problems
4. Update the assigned ticket on Zoho Desk for the same
5. Update the customer on the progress of their resolution
6. Solve the customer’s problem to close the ticket on the system
7. Educate customers about refund/return policies to minimise irrational returns
8. Arrange demos for existing customers to onboard them
9. Service tickets
10. Raise service tickets for customers on the Kaapi systems
11. Follow up with Kaapi service team to have the service engineer assigned
12. Follow up with the service engineer on the customer appointment + post-appointment feedback & actionable
13. Coordinate with & update the customer on all logistical movements
14. Action the outcome of the service appointment to ensure the ticket is closed satisfactorily
15. Spares & Warranty
16. Coordinate with the service engineer to ascertain spares requirement
17. Raise customer invoice + follow up for payment
18. Coordinate with service team for procurement + shipping of the spares to the customer
19. Record the warranty/service details against the serial number of the product
20. Customer Experience
21. Single goal of the role is to ensure a smooth & favorable customer experience in all our interactions
22. Handle irate customers calmly to be able to reason
23. Take customer feedback on every interaction
24. Review Responses
25. Respond to reviews on all channels
26. Call back the customer if the review is bad
27. Solve for the customer’s bad experience
28. Raise ticket & follow standard inbound query handling process
29. Encourage happy customers to give us testimonials
30. Analytics & Reporting
31. Report tickets data on a daily/weekly basis to management
32. Analyse data to observe trends & patterns in tickets
33. Suggest improvements to the management for processes/customer experience/strategy/etc