Dr. Vaidya's
Location
Mumbai | India
Job description
The RP-Sanjiv Goenka Group is a diversified conglomerate with interests across Energy (Power, Renewables, Chemicals), Consumer (retail, food services), Entertainment (media, music, sports) and technology businesses. The group overall has 15+ companies, 45,000+ employees with gross assets close to INR 40,355 Cr. The group has been growing at more than 20% p.a. for the last 5 years, and wishes to embark on an even more aggressive growth trajectory over the next 5-10 year horizon.
Background – Herbolab India Pvt Ltd
Dr. Vaidya's is a new age Ayurvedic company that strives to bring the traditional, time tested goodness of Ayurveda to 21st century customers. Founded by the Vaidya family, whose expertise spans 150 years of Ayurvedic heritage, their formulations and knowledge for Ayurvedic Products have been passed down from generation to generation through dedicated practice. Today, the company owns 100+ FDA approved, proprietary formulations for Ayurvedic medicine. Products sell through online (owned channel i.e. drvaidyas.com and third party channels i.e. Amazon, Nykaa, Netmeds, Medlife, Pharmeasy etc.) as well as 500 offline stores (including Noble Plus, Twenty Four Seven etc.).
The purpose of this job is to manage the CRM for the business. Build client relationships, deal with customer queries, confirm customer orders, convert repeat orders. The person will be liasing with the accounts team and Lead CRM directly. We are looking for someone to also help provide efficiency in the system.
Roles & Responsibilities:
a) Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.
b) Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
c) Process orders, forms and applications. Follow up to ensure that appropriate actions were taken on customers' requests.
d) Refer unresolved customer grievances or special requests to designated departments for further investigation
e) Maintain Customer Database and data management
f) Ensure operational assistance by supervising order packaging g) Dealing with third-party platforms to ensure stock levels are maintained
h) Manage WhatsApp queries and process orders
i) Daily, Weekly and Monthly Reporting
Education Qualifications:
Basic – Graduate Preferred – a graduate degree in any discipline or diploma in business studies
Experience:
• Minimum of 1-2 years work experience in a customer service role
• Highly competent in Microsoft Office i.e., Word, Excel
• Typing speed and accuracy ie. typing minimum 60-70 wpm
• Previous customer care experience
• Able to use emails and whatsapp and communicate
• Ability to communicate in Hindi and English
Job tags
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