eCommerce customer experience executive

Praxis Home Retail Limited

1. Relation Ship Manager - Assigning a Relations Ship Manager to customers who makes high value purchase (for ex. More than 25,000).

2. One point of contact - RMs will act as one point of contact for our HNI customers and will assist them in all the queries (order status, returns etc.)

3. Upsell/Cross-sell - Once customer has made a purchase, RM will give a call to customer to understand the real need of the customer and will cross sell or up sell depending upon the conversation.

4. Design Consultation RM needs to have a conversation with customer and arrange an appointment with our designer. Designer should engage with customer and take pictures of the house from customer. Our team will render 3 options for the customers with our products and services and will present the same to customer. This way we are providing a one stop solution to customers for all the home needs.

5. Sale Preview RM to invite customers to store or reach out online to provide them information on upcoming sales before it goes public for all customers. By doing this the aim is to let customer experience exclusivity.

6. Quarterly Touch base RM should do a quarterly call to the customer (based on response from the customer) to check on the product usage and if customer is facing any issues with the product. RM should also check whether any customer has any new requirement.

7. Birthday/Anniversary Msg Call RM should call and wish the customer on Birthdays and anniversary. We can also provide a coupon on the occasion.

8. New product launches RM should send a news letter to HNI customers informing them about our new products launces across categories and should offer appropriate discounts.

9. Events & Celebrations RM should invite customers to store events (anniversaries, annual events etc.) to build a strong rapport and make customers feel that they are part of the family.

Experience : 1 - 2 Years

No. of Openings : 2

Education : Post Graduate Diploma

Role : Customer Care Executive

Industry Type : Consumer Durables / Home appliance

Gender : [ Male / Female ]

Job Country : India