Business Development Executive (BDE)

KRA of POC (Point of Contact)

Key Result Areas (KRAs) define the core responsibilities and focus areas for the Point of Contact (POC) team to ensure smooth operations and customer satisfaction.

Customer Communication Management

Serve as the main point of contact for customer inquiries, concerns, or requests.

Provide timely responses through various communication channels (email, phone, chat, etc.).

Issue Resolution

Address customer complaints, issues, or concerns effectively and professionally.

Ensure prompt resolution of any problems or issues related to services, products, or delivery.

Information Provision

Offer accurate and up-to-date information to customers regarding product details, pricing, availability, shipping, etc.

Ensure that the customer receives the necessary information to make informed decisions.

Relationship Management

Maintain positive relationships with customers by providing personalized and empathetic service.

Build and maintain trust and loyalty with customers through effective communication.

Customer Feedback Collection

Gather customer feedback on products and services and relay relevant insights to other teams (e.g., sales, support, or product development).

Identify trends in customer feedback that may indicate areas of improvement.

Collaboration with Other Departments

Work closely with other teams (e.g., sales, logistics, support) to ensure that customer requests or issues are addressed in a timely manner.

Act as a liaison between the customer and internal departments to ensure smooth workflows.

Documenting Customer Interactions

Accurately document customer interactions, including details of inquiries, complaints, resolutions, and follow-ups.

Maintain records for reference, future actions, and compliance purposes.

Maintaining Service Levels and SLAs

Adhere to service-level agreements (SLAs) and internal standards for response time, resolution time, and customer satisfaction.

Managing Escalations

Identify issues that require escalation and ensure they are handed off to the appropriate team or higher-level management.

Handle sensitive situations with professionalism, ensuring customers feel heard and valued.

Customer Retention and Loyalty

Focus on keeping customers satisfied and engaged, which can increase retention and reduce churn.

Implement strategies to ensure customers return for repeat business.

If SC will not come so POC will do there work