Customer Delight

About Encompass: Encompass Design India Limited, a publicly listed company, is a House of Brands focused on building high-impact premium D2C brands. Our current brands span across *home, lifestyle, and gourmet food categories. *

The current brand portfolio includes:

Stoa Paris - A premium home and lifestyle brand offering French-inspired bedsheets, comforters, and home décor, focused on modern design, comfort, and quality materials.

SmallBatch - A gourmet food brand offering chef-crafted, small-batch sauces and condiments designed to bring premium dining flavours into everyday meals.

Quirkloom - A bold, youth-focused lifestyle brand offering personality-driven home and lifestyle products designed for modern, expressive spaces.

Job Overview:
We are seeking a dynamic and enthusiastic individual to join our team as a Customer Delight
Specialist. In this role, you will be the primary point of contact for our customers, providing
exceptional service, addressing queries, and ensuring a delightful experience throughout their
journey with our company. Additionally, you will play a pivotal role in identifying opportunities for
cross-selling and up-selling our products to maximize customer value.

Responsibilities:

1. Serve as the main point of contact for customer inquiries via multiple channels including phone, email, and live chat.
2. Respond promptly and courteously to customer inquiries, providing accurate information and resolving issues efficiently.
3. Build strong relationships with customers, understanding their needs and preferences to deliver personalized service.
4. Proactively identify opportunities to cross-sell and up-sell products or services to existing customers.
5. Collaborate with the sales and marketing teams to develop strategies for promoting additional products or upgrades to customers.
6. Keep abreast of product updates, promotions, and industry trends to effectively communicate relevant information to customers.
7. Maintain detailed records of customer interactions, transactions, and feedback in the CRM system.
8. Continuously strive to exceed customer expectations and contribute to a positive and supportive team environment.

Requirements:

1. Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
2. Proven experience in a customer service or sales role, preferably in a B2C environment.
3. Exceptional communication skills, both verbal and written, with the ability to engage and persuade customers effectively.
4. Strong interpersonal skills and a passion for building relationships with customers.
5. Demonstrated ability to multitask, prioritize, and manage time effectively in a fast-paced environment.