Customer Support Executive

We seek a proactive Customer Support Executive to elevate customer engagement and satisfaction at Rorosaur Foodtech Private Limited. As a Customer Support Executive, you will be at the forefront of our customer interactions, managing our customer database, ensuring order fulfillment, and proactively gathering feedback to enhance the user experience. You will also play a pivotal role in recovering abandoned carts, addressing customer queries on social platforms, and guiding first-time users through our product offerings. Your ability to effectively communicate in Hindi and provide exceptional support will directly impact our customer loyalty and drive repeat business. This is a great opportunity to be part of a team that values customer relationships and is dedicated to providing top-notch support.

Responsibilities

Customer Relationship Management

• Maintain and update the customer database with accurate information.
• Implement customer engagement strategies to foster long-term relationships.
• Analyze customer data to identify trends and improve customer service.
• Track customer interactions and feedback to enhance service quality.
• Manage customer profiles and preferences to personalize communication.
• Collaborate with the sales and marketing teams to align customer engagement efforts.

Order Management and Fulfillment

• Coordinate with logistics to ensure timely and efficient delivery of orders.
• Ensure accurate documentation of all order-related communications.
• Manage and process order cancellations or modifications as needed.
• Address and resolve any issues related to order fulfillment promptly.
• Proactively track orders and provide updates to customers on delivery status.
• Follow up with customers to confirm order receipt and satisfaction.

Customer Query Resolution and Support

• Follow up with customers to ensure satisfaction with issue resolution.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate department for resolution.
• Resolve customer issues and complaints in a timely and professional manner.
• Provide accurate and helpful information about products and services.
• Respond to customer queries and complaints via phone, email, and social media platforms.

Social Media Engagement

• Collaborate with the marketing team to develop social media campaigns.
• Track social media metrics to measure the effectiveness of engagement efforts.
• Identify and escalate potential social media crises to the appropriate team.
• Engage with customers on social media to build brand awareness and loyalty.
• Respond to customer inquiries and comments on social media platforms promptly.
• Monitor social media channels for customer comments, questions, and concerns.

Abandoned Cart Recovery and Feedback Collection

• Report on the effectiveness of abandoned cart recovery efforts.
• Implement strategies to improve the abandoned cart recovery rate.
• Analyze feedback to identify areas for improvement in the customer journey.
• Collect feedback from first-time users to understand their experience.
• Offer assistance and address any concerns that may have prevented order completion.
• Identify and contact customers who have abandoned carts to encourage order completion.