Summary

The individual in this role will be a passionate animal lover (preferably a pet parent) who will create effective, engaging and creative content for all our communication and collaterals including newsletters, ads, product descriptions and more. S/he will be a highly collaborative team player, working with multiple teams to ensure that our messaging is consistent across multiple platforms.

What Heads Up For Tails Can Offer You

• A challenging, exciting, ambitious work environment where you can bring your pets along!
• A work culture that encourages you to demonstrate ownership and take charge of your own journey and success
• The opportunity to be a part of one of the fastest growing organizations in the pet industry
• Access, awareness, and education on quality pet care
• Unlimited learning opportunities

Responsibilities

• Brainstorm with all the relevant teams for new ideas and strategies for effective content
• Write clear marketing copy to promote our products/services
• Develop content for blogs, articles, product descriptions, social media, and the company website.
• Prepare well-structured drafts; proofread and edit content pieces before publication
• Conduct keyword research and use SEO best practices to increase traffic to the company website.
• Promote content on social media
• Identify customers’ needs and gaps in our content and recommend new topics
• Ensure all-around consistency (style, fonts, images, and tone)

Minimum Qualifications, Skills and Competencies

• 2-4 years of proven experience as a content writer for an E-Commerce outfit
• Writing style to create interest and engagement from users
• Writing content to be grammatically flawless and present informative unique content
• Creative & imaginative skills with excellent communication skills
• The ability to independently manage multiple competing demands and to constantly re-prioritize; extremely collaborative
• An extremely high sense of urgency and ability to work in a fast-paced, ever-changing environment
• Existing portfolio of published work

Summary

The Executive, Customer Delight acts as a liaison between the organization and customers. As a passionate animal lover, s/he will play a critical role in helping and supporting our customers make the right choices for their pets. S/he will be patient, empathetic, and passionately communicative. The individual in this role would love to talk and genuinely be excited to help customers. S/he will ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Team Overview

At Heads Up For Tails, we believe that customer is king. Our Customer Care and Delight team ensures that our customers have a joyous, supportive and informed experience with us every time they shop with us. By playing a critical role in providing an interface between customers and the organization, the team is responsible for providing product & service- related information and resolving customer’s problems & queries, in a timely, efficient manner and in keeping with our organization values and culture.

What Heads Up For Tails Can Offer You

• A challenging, exciting, ambitious work environment where you can bring your pets along!
• A work culture that encourages you to demonstrate ownership and take charge of your own journey and success.
• The opportunity to be a part of one of the fastest growing organizations in the pet industry.
• Access, awareness and education on quality pet care.
• Unlimited learning opportunities.

Responsibilities

• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Answering large amounts of incoming calls professionally to provide information about products, services, receive orders, cancel orders, and obtain details of complaints
• Identifying and assessing customers’ needs to achieve satisfaction
• Building sustainable relationships and trust with customer accounts through open and interactive communication
• Meeting personal/customer service team sales targets and call handling quotas; generating sales leads wherever necessary
• Keeping records of customer interactions, transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Providing accurate, valid and complete information by using the right methods/tools
• Making regular calls to existing customers or potential customers to provide education, support, troubleshooting, and sales information, related to products or services we offer

Minimum Qualifications, Skills and Competencies

• Graduate/ Post Graduate degree in any discipline
• Proven customer support experience or experience as a client service representative (2-5 years of experience)
• Excellent communication (verbal and written) skills in Hindi and English
• Customer orientation and ability to adapt/respond to different types of characters
• Good listening ability to understand customer issues very clearly and provide resolution
• Ability to function independently as well as in a team, multi task in a high energy environment
• Demonstrated ownership to resolve challenging customer issues, escalating when necessary
• Ability to maintain regular and reliable attendance, including the daily schedule; operational flexibility with the working schedule may be expected to work weekends, holidays and event
• Familiarity with Microsoft Office especially Word and Excel

Preferred Qualifications

• Residing in the proximity of Vasant Kunj will be a plus
• Age group 28-32

Responsibilities

• Partnering with hiring managers to determine staffing needs.
• Screening resumes, performing in-person and phone interviews with candidates and providing the necessary inputs during the hiring process.
• Administering appropriate organization assessments
• Performing reference and background checks
• Making recommendations to organization hiring managers
• Coordinating interviews with the hiring managers
• Following up on the interview process status
• Maintaining relationships with both internal and external clients to ensure staffing goals are achieved
• Communicating employer information and benefits during the screening process
• Staying current on the organization’s organization structure, personnel policy, and federal and state laws regarding employment practices
• Serving as a liaison with area employment agencies, colleges, and industry associations wherever needed
• Completing timely reports on employment activity regularly and accurately
• Conducting exit interviews wherever required and looping the feedback into the hiring strategy

Experience/Skills Required

• At least 1-3 years of working experience in a relative field
• Comfortable with presenting data and incorporating it into reporting across multiple levels of the organization
• Self-motivated and able to work as part of a team in a fast-paced environment with changing priorities.
• Strategic, analytical and creative thinker; able to create and develop new methods for improvement
• Goal orientated: ability to stay focused on delivering results
• Strong interpersonal skills and the ability to work with individuals across all organizational levels required.