Urban Roof

Pune | Bengaluru | Mumbai | Delhi

                                                                                                                          

                                                                                                                                        CUSTOMER ANALYST INTERN.

Opportunity Overview:

Job Title: Customer Analyst Intern

Company: UrbanRoof Pvt. Ltd.

Location: Pune, Maharashtra (In-Office)

Department: Customer Experience.

Basic Skillset: Data Driven, Verbal Orientation (English), Written Orientation (English), Experience in CRM System, Consistent and Dedicated.

Job Responsibilities:

  • Actively listen to customer concerns and identify their needs to provide prompt and effective solutions.
  • Collaborate with the sales and technical teams to ensure smooth communication and a unified customer experience.
  • Creating data of Existing and New Customer’s concerns in regards to various pain points.
  • Should understand and categorize different types of customer queries.
  • Resolve customer complaints professionally and courteously, exceeding expectations whenever possible.
  • Continuously learn about our products and services to offer comprehensive support.
  • Proactively identify and report potential issues or areas for improvement within the customer support process.
  • Build and maintain positive relationships with customers, fostering loyalty and brand advocacy.
  • Conduct regular check-ins with clients to gather feedback, address concerns, and identify opportunities for improvement.
  • Lead the development of customer satisfaction surveys and other feedback mechanisms.
  • Implement customer retention strategies and initiatives to drive long-term relationships with clients.
  • Monitor and report on key performance indicators related to customer satisfaction and relationship management.

Tasks and Activities on Daily Basis

  • Handling customer inquiries via phone, email, chat, and in-person meetings regarding our waterproofing services.
  • Maintain and document detailed records of customer interactions, transactions, comments, and complaints in our CRM system. Updating CRM and data shared within the organization.
  • Resolve escalated customer issues and complaints, ensuring timely and satisfactory resolutions.
  • Conduct surveys, analyse feedback, and identify areas for improvement.
  • Resolve customer concerns promptly and professionally, turning negatives into positives.
  • Participate in developing and strategizing customer experience values.
  • Identify and nurture key customer relationships, transforming them into brand advocates.
  • Become the voice of the customer within the organization, driving improvements based on their feedback.
  • Developing and strategizing growth in customer retention rate.

Skillset/ Qualification:

  • Strong analytical and problem-solving skills, coupled with a creative approach to finding solutions.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust.
  • Strategic thinker with a proactive mindset and a keen eye for detail.
  • Data-driven and comfortable working with customer satisfaction metrics and feedback analysis tools.
  • Proven experience in a customer-facing role, with a focus on customer satisfaction and relationship management, preferably in a service-oriented industry.
  • Ability to prioritize, multitask, and manage time effectively.
  • Identifying pain points within a set of given data.
  • Empathy and patience when dealing with customer inquiries and complaints.
  • Knowledge or interest in waterproofing techniques and solutions is a plus.
  • Enthusiasm in developing customer support system within the organization.

Traits/ Attributes:

  • Persuader: Smartly tackling objections.
  • Versatile: Flexible and can take various responsibilities.
  • Diligent: Consistent in Work.
  • Organizer: Interested in segregating data and documenting existing customer experience.
  • Resourceful: Effective Time Management.
  • Strategist: Understanding Brand Equity.
  • Classifier: Categorizing and Prioritizing type of customer query.
  • Curator: Should be good at handling and monitoring data.
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