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How we work is just as important as the work we do. So, we asked ourselves - what makes working at PUMA so special, so different from anywhere else   We are proactive. We are flexible. We are engaged. We are empowered. We have ownership. We are DRIVEN. We are ignited. We are passionate. We are proud. We are VIBRANT. We are committed. We are a family. We trust. We are a TEAM. We are diverse. We are inclusive. We are genuine. We are OUR PEOPLE  And did we say we are in the top 100 workplaces in India  If - good enough is not enough for you. If you thrive in chaos and don- t let the process slow you down. If you would like to build on the momentum to take PUMA to the next level, connect with us!  BASIC FUNCTION: The role is responsible for providing the right customer experience across the ecommerce platforms, ensure adherence to quality and service levels, and timely and efficient resolutions of customer complaints.  RESPONSIBILITIES :   - Implement the customer relationship framework across the organization, lines of business and channels of interaction  - Assist in managing both In-bound and out-bound support centres across social, voice and e-mail interactions   - Implement and monitor metrics of success around customer relationship  - Liaise and work closely with other departments to ensure greater customer experience at all touch points across the organization  - Constantly Innovate and remain abreast on the latest trends and successes around customer relationship  - Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction  - Interact with customers with regards to case progress and handle politically hot or dissatisfied customers.   - Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes  - Monitor the performance of the team in the areas of productivity, customer satisfaction, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one- on- ones that focus on improving customer satisfaction, communication skills, and technical ability.  - Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions  - Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.  KNOWLEDGE AND SKILLS:   - Strong Customer handling skills  - Should have handled customer relationship across social, email, voice channels  - Advanced working knowledge on social communication platforms  - Should have used Social listening tools in the past  - Advanced communication and problem solving skills  - Should have worked in a global environment  - Knowledge of Quality initiatives such as COPC or Six Sigma would be desirable  QUALIFICATIONS/EXPERIENCE:   - At least 3 years of experience in working / managing customer support team across voice / chat / email and social

Bangalore

Puma - Customer Relationship Specialist 

Job Description for Puma - Customer Relationship Specialist  in Puma Sports India Pvt Ltd(Puma India) in  Bangalore for (3-4) years of experience. Apply Now!

Puma - Customer Relationship Specialist  | iimjobs.com