Customer experience - Pet Relationship Manager

Job Title: Pet Relationship Manager (Customer Experience) Department: Customer Experience Team Reports To: Team Manager About Us: Supertails is India's first 360° petcare brand — India's Biggest Online store for all pet essentials, online pharmacy, and now India's first fear-free certified veterinary clinics, all under one house.

Whatever pet parenting throws at you — a 2 AM worry, a fussy eater, a first vaccination — there's one brand to turn to, with in-house vets and doorstep delivery across India. We're built by pet parents, for pet parents: people who know the joy, the chaos and the responsibility of raising a pet, and show up for all three.

Because with great pets comes great responsibility :) Role Overview: The Pet Relationship Manager will serve as the primary point of contact for key customers, ensuring exceptional service across inbound calls, outbound calls, and chat interactions. The role requires proactive relationship management, a deep understanding of pet care products/services, and the ability to resolve customer queries while driving satisfaction and loyalty.

Key Responsibilities

1. Customer Interaction & Support: ○ Handle a high volume of inbound and outbound calls with professionalism and empathy. ○ Manage live chat conversations, ensuring prompt and accurate responses. ○ Address customer inquiries, complaints, and concerns effectively, escalating as needed.
2. Account Management: ○ Build and maintain strong, long-term relationships with key customers. ○ Understand individual customer needs and provide tailored recommendations for pet care products/services. ○ Act as a trusted advisor, offering insights and solutions to improve customer satisfaction.
3. Product Knowledge: ○ Stay updated on the company’s pet care products and services. ○ Communicate product features, benefits, and proper usag effectively to customers.

Qualifications

● Education: Bachelor’s degree or equivalent in any discipline (preferred) ● Pet Parent: Mandatory ● Experience: Exp in customer-facing key account management role (preferred) Skills: ●Strong communication and interpersonal skills. ●Empathy and patience in dealing with customers. ●Proficiency in CRM tools and live chat platforms.

(preferred) ●Goal-oriented mindset with the ability to meet deadlines and targets. Preferred Traits: ● Passion for pets and pet care. ● Ability to work in a fast-paced environment. ● A problem-solving attitude and attention to detail.