Urgent Requirement of Assistant Manager

COMPANY OVERVIEW: GemPundit.com is a rapidly growing e-commerce platform specializing in loose gemstones and coloured gemstone jewellery. Over the past decade, our dynamic work culture and talented team have driven our success. Guided by an experienced management team, we have created an environment where employees can thrive, learn, and grow. Our achievements have been recognized by the Gems & Jewellery Export Promotion Council, where we have earned accolades for the Highest Number of International Clients in the Gems & Jewellery Industry for the past two years. Join us on an exciting journey as we expand our domestic and international presence, hiring outstanding talent across various departments and locations. Look for us at: https://www.gempundit.com/ Job Title: Job Category: Reporting to: Mid TL- Customer Service & Retention Department/Group: Location: Customer Support Manager- Sales & Operations Gurgaon Travel No Required: Level: L2 Position Type: Date Posted: Full Time HR Email: Salary Bracket: career@gempundit.com 55-65k 23-02-2024 Job Description

TL -CUSTOMER SERVICE AND RETENTION This position plays a crucial role in ensuring exceptional customer service experiences and fostering customer loyalty and retention. This Individual should have a passion for customer satisfaction and leadership, along with a deep understanding of the gems and jewelry industry. KEY RESPONSIBILITIES 1. Team Leadership: Lead and mentor a team of customer service representatives, providing guidance, support, and ongoing training to ensure high performance and adherence to company standards and policies. 2. Customer Service Excellence: Oversee all aspects of customer service operations, including managing customer inquiries, resolving escalated issues, and ensuring timely and satisfactory resolution of customer concerns.

3. Retention Strategy Development: Develop and implement strategies to enhance customer retention and loyalty, including implementing proactive outreach initiatives, loyalty programs, and personalized customer engagement strategies. 4. Customer Feedback Analysis: Monitor customer feedback channels, such as surveys, reviews, and social media, to gather insights into customer satisfaction levels, identify areas for improvement, and implement corrective actions as needed. 5. Performance Metrics Tracking: Track key performance metrics related to customer service and retention, such as customer satisfaction scores, retention rates, and repeat purchase behavior. Analyze data to identify trends and opportunities for improvement. 6. Cross-functional Collaboration: Collaborate with other departments, including marketing, product management, and operations, to align customer service and retention strategies with overall business objectives and initiatives. 7. Process Improvement: Continuously evaluate and streamline customer service processes and procedures to enhance efficiency, productivity, and customer satisfaction levels. Identify automation opportunities to improve service delivery. 8. Training and Development: Coordinate and deliver ongoing training and development programs for customer service team members, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional service. QUALIFICATIONS AND EDUCATION REQUIREMENTS Graduation in any stream PREFERRED SKILLS *Experience-5-7 yrs *Communication Skills *Problem-Solving Abilities *Leadership Skills *Customer Relationship Management *Conflict Resolution Skills GOOD TO HAVE SKILLS *Empathy and Emotional Intelligence *Sales Skills *Data Analysis Skills *Time Management Skills Product Knowledge