Role Overview: As the Customer Relationship Executive/ Manager at Kimirica Hunter International, you will be responsible for overseeing all customer support operations, developing and implementing strategies to enhance the customer journey, and ensuring a seamless and delightful experience for every interaction. You will lead a team of customer service representatives, maintain a high level of customer satisfaction, and act as the voice of the customer within the organization. Key Responsibilities: 1. Customer Support Operations: - Manage and oversee day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, and phone). - Develop and implement SOPs to streamline the resolution of customer inquiries, complaints, and issues. - Monitor and manage KPIs like first response time, resolution time, CSAT, and NPS. - Ensure timely escalation and resolution of critical customer concerns. 2. Customer Experience: - Design and implement strategies to enhanc...