Customer Relationship Management Associate APPLY NOW

Job description

JOB TITLE: Customer Relationship Management Associate

DEPARTMENT: E-Commerce

BASED: Chennai, Tamil Nadu

LANGUAGE SKILLS PREFERRED: English, Hindi and Tamil

EXPERIENCE: Fresher or minimum 2-year experience in the customer service industry, preferably in an E-commerce environment.

SILAII is seeking a talented and enthusiastic individual to join our team as a Customer Relationship Management Associate. As a leading company in creating customized sculptures that evoke emotions and memories, SILAII brings the experience of a lifetime to people's homes. We are breaking the notion that sculptures are only meant for public exhibitions or displays.

In this role, you will be responsible for driving renewals and upsells, building strong and lasting relationships with our customers, and ensuring they derive maximum value from our products. You will have regular interactions with clients, analyzing opportunities for improvement and convincing customers to adopt new features that enhance their experience.

Responsibilities:

• Drive Sales and upsells to maximize customer value.
• Maintain regular contact with customers, identifying opportunities for improvement and persuading them to adopt suggested solutions.
• Build and nurture strong, long-lasting relationships with customers.
• Understand customer analytics and implement strategies to drive growth.
• Deliver metrics and analysis to customers, helping them understand the value of our platform.
• Manage schedules and prioritize tasks effectively to meet deadlines.

Requirements:

• 2+ years of experience in customer sales, preferably in an E-commerce environment.
• Openness to work on public holidays and work long hours/additional hours as and when required
• Graduate degree in Engineering, Business, or Management. MBA is a plus.
• Excellent written and verbal communication skills with the ability to convince internal stakeholders and customers.
• Strong analytical skills and proficiency in Microsoft Office suite, especially Excel.
• Ability to work collaboratively in cross-functional teams.
• Experience in delivering client-focused solutions based on customer needs.
• Excellent listening, negotiation, and presentation skills.
• Ability to prioritize tasks effectively in a fast-paced environment.
• Keen attention to detail and adherence to deadlines.
• Knowledge of E-commerce, Web analytics, and SEO is a plus.

General Responsibilities:

• Provide excellent customer service by promptly and courteously handling orders, exchanges, refunds, and inquiries through various channels.
• Build long-term relationships with key customers based on their preferences, behaviors, and purchases.
• Provide product recommendations and assistance with online and in-store purchases.
• Update customer details and process manual orders using IT systems.
• Monitor and address failed or unconfirmed orders, assisting customers in completing transactions.
• Monitor customer feedback and communicate as required.
• Aid in supervising and maintaining the web store, ensuring accurate imagery, descriptions, and content.
• Support the Web Operations Manager with updates and changes.

Experience:

• Proven track record of working effectively and efficiently in a busy retail and E-commerce environment.
• Experience with an online retailer would be beneficial.
• Strong administration skills, including typing and information logging.
• Good numerical skills and proficiency in Excel.
• Strong reporting and presentation skills.

Candidate Profile:

• E-commerce experience with a passion for customer service and building relationships.
• Awareness of current industry trends.
• Strong command of the English language, both written and spoken, with excellent grammar and punctuation skills.

Join our team at SILAII and contribute to creating unforgettable experiences through our beautifully crafted sculptures. Apply now to be part of our dynamic and growing company.