Customer Relations & Online Operations Specialist
Resume:
Saif Ali
Noida, Uttar Pradesh, India
****************@*****.***
Objective
As a seasoned CRM professional, my objective is to leverage my expertise in understanding customer needs, exceeding their expectations, and fostering long-term relationships. With patience, empathy, and respect, I effectively address customer queries and concerns, serving as a trusted bridge between management and customers. I strive to represent my organization with excellence, driving customer satisfaction and loyalty.
Experience
Lyallpur Emporium Pvt Ltd
March 2024 -
Customer Relationship Manager
Key Responsibility Areas (KRA)
*1. Primary Responsibilities:
i. Handle customer inquiries and complaints via phone, email, or chat. ii. Provide timely and effective solutions to customer issues. iii. Ensure customer satisfaction and resolve issues promptly.
*2. Secondary Responsibilities:
i. Maintain accurate records of customer interactions. ii. Follow up with customers to ensure issue resolution. iii. Identify and escalate complex issues to senior teams. iv. Stay updated on products/services and communicate benefits to customers. v. Meet or exceed customer service targets and metrics.
*3. Online Order Management
Process and manage daily online orders through the website. Ensure order accuracy, timely confirmation, and dispatch. Coordinate with logistics for order fulfillment.
*4. Website Management*
Regularly update product listings, prices, stock status, and banners. Ensure product information accuracy (titles, descriptions, images). Collaborate with developers/designers to troubleshoot and optimize user experience.
*5. Razorpay Payment Checklist Monitoring*
Verify and reconcile daily payments received via Razorpay. Identify and resolve failed transactions, double charges, or mismatches. Maintain daily records of payment confirmations and refunds (if any).
*6. Courier & Logistics Coordination*
Liaise with courier partners for pickups, tracking, and delivery updates. Handle courier issues such as delays, returns, and lost parcels. Maintain courier dispatch records and shipment tracking data.
*7. Customized Order Handling*
Receive and confirm specifications for customized orders. Communicate with the production team for feasibility and timelines. Ensure customized orders are correctly processed and dispatched on time.
*8. Job Card Generation for Customized Orders*
Prepare detailed job cards for each custom order based on customer requirements. Share job cards with production team and follow up on status. Track each order from job card creation to final dispatch.
*9. Article Number Management*
Assign unique article numbers for all listed products. Conduct periodic checks to identify and remove duplicate article numbers. Maintain a master database for all SKUs and article numbers.
*10. Billing & Invoicing (Online & Customized Orders)* Generate and issue GST-compliant invoices for all completed orders. Ensure invoices are correctly matched to order details and payments. Maintain digital and physical invoice records for accounts and audits.
*11. Stock Management for Online Orders*
Track inventory levels for online products.
Update website stock status based on physical inventory. Notify relevant teams for stock replenishment and low-stock alerts. Startek
Aug 2022 - March 2024
Customer Service Representative
Customer Service Representative
: Answered customer inquiries via phone, email and chat
: Provided exceptional customer service to ensure customer satisfaction
: Provided accurate information about product and service to customer
: Identified areas of improvement in customer service processes and suggested changes accordingly
: Identified opportunities for upselling additional products or services based on customer needs
: Resolved customer complaints promptly and efficiently
: Developed strong relationship with customer by providing personalised assistance and support
Education
UP BOARD OF MADRASA EDUCATION LUCKNOW
2018
Graduation
Ujjawal Technical Educational Computer College
2020
Tally Accounting
81%
NIELIT
2021
Course on Computer Concepts
D
Skills
Online order management
Website management
Stock management
Customer service
Courier coordinations
Customized order Handling
Billing and invoicing
Data analysis
Relationship building
Conflict resolution
Process improvement
Team collaboration
Time management
Attention to detail
CRM software proficiency
CRM tracking
Vendor relationship management
Strong work ethic
Business development
Business operations
Data entry
CRM system proficiency
Contact this candidate