Client Servicen Executive at Agricare Std Plus Ltd

Description

• The Client Service & Crisis Management Lead is responsible for ensuring excellent client experience while proactively identifying, managing, and resolving operational, reputational, and service-related risks.
• The role bridges customer engagement, risk control, and incident response, ensuring business continuity and stakeholder confidence at all times.

Key Responsibilities
Client Service Management:

• Develop and implement client service strategies that enhance satisfaction, retention, and brand trust.
• Serve as primary escalation point for high-level client complaints and sensitive issues.
• Monitor service delivery across touchpoints (sales reps, operations, logistics).
• Establish service standards, SLAs, and client feedback systems.

Crisis & Incident Management:

• Lead response to operational, product, or reputational crises (e.g., product failure, supply disruption, customer complaints escalation).
• Develop and maintain a Crisis Management Framework and response protocols.
• Coordinate cross-functional teams (operations, sales, HR, finance) during incidents.
• Conduct post-incident reviews and implement corrective/preventive actions.

Risk Identification & Control:

• Identify potential risks across client service, sales operations, and field activities.
• Implement risk mitigation strategies and internal controls.
• Ensure compliance with company policies and regulatory standards.
• Maintain risk registers and incident logs.

Stakeholder & Communication Management:

• Act as liaison between clients, management, and operational teams.
• Manage internal and external communication during crises.
• Provide timely reports to executive management on service performance and risk exposure.

Performance Monitoring & Reporting:

• Track KPIs such as:
• Customer satisfaction (CSAT)
• Complaint resolution time
• Incident response time
• Service delivery efficiency
• Prepare weekly/monthly service and risk reports with actionable insights.

Training & Capacity Building:

• Train sales representatives and operational staff on client service standards and crisis handling.
• Build a culture of proactive risk awareness and customer-centricity.

Key Deliverables

• Improved client satisfaction and retention rates
• Reduced service failures and faster crisis resolution time
• Functional crisis response system across departments
• Clear visibility on operational and client-related risks

Qualifications & Experience

• Bachelor’s Degree in Business Administration, Risk Management, Customer Service, or related field
• 5–7years experience in:
• Client service / customer experience
• Risk management / compliance
• Operations or field coordination
• Proven experience handling crisis situations or escalations
• Experience in agro-industry, FMCG, or industrial operations is an advantage

Core Competencies:

• Strong problem-solving and decision-making under pressure
• High emotional intelligence and conflict resolution skills
• Risk assessment and analytical thinking
• Leadership and cross-functional coordination
• Excellent communication (written and verbal)