Animal Kingdom®
Website:
animalkingdom.in
Company:
https://www.linkedin.com/company/animalkingdom
Seniority: Entry level
Industries: Veterinary Services
Job details:
Company Description Animal Kingdom® is a tech-enabled pet care platform that connects pet parents, veterinarians, and service providers to deliver integrated care experiences. The company combines animal science research with retail, distribution, and experiential, customer-focused offerings. Under its "SuPaw" banner, Animal Kingdom® offers a seamless range of pet care services designed to simplify and enhance pet ownership. Team members collaborate across technology, operations, and customer experience to support a growing community of pet lovers and professionals.
Role Description The Customer Service Analyst is a full-time, on-site role based in New Delhi. This role involves handling customer inquiries across multiple channels, resolving issues related to pet care services, and documenting interactions in internal systems. The analyst will track customer feedback, analyze trends in service requests, and prepare reports to improve customer satisfaction and operational efficiency. Daily responsibilities include collaborating with internal teams to address escalations, updating knowledge bases and FAQs, and supporting the rollout of new service offerings. The role also requires maintaining service quality standards and contributing to process improvements that enhance the overall customer experience.
About the RoleWe are looking for a Customer Service Analyst to join our team and be the bridge between our customers, sales team, and service partners. The role involves understanding customer requirements, managing leads and follow-ups, maintaining accurate customer data, and identifying opportunities to improve customer experience and conversions.
The ideal candidate should have strong communication skills, a customer-first approach, good analytical ability, and be comfortable working with CRM tools and MS Excel.
Key Responsibilities● Handle inbound and outbound customer calls to understand requirements, resolve queries, and promote relevant Supaw products and services.
● Follow up with leads and existing customers to drive conversions, repeat usage, and customer retention.
● Maintain and regularly update customer information, lead status, call records, and follow-up activities on CRM systems.
● Analyse customer interactions, feedback, and behaviour to identify trends, recurring concerns, and potential opportunities.
● Qualify leads based on customer requirements and ensure timely handover to the relevant team or service partner.
● Track daily calling, follow-ups, conversions, and other customer-related metrics using MS Excel and CRM tools.
● Conduct basic market and customer research to identify new opportunities and understand customer needs.
● Coordinate with internal teams, sales teams, and service partners to ensure a smooth customer journey.
● Proactively identify gaps in the customer experience and share actionable insights with the team.
● Ensure all customer communication, both verbal and written, is clear, professional, empathetic, and solution-oriented.
● Work towards defined customer engagement, conversion, and retention targets.
Requirements● Excellent verbal and written communication skills in English and Hindi.
● Strong interpersonal and customer relationship management skills.
● Comfortable with outbound calling, lead follow-ups, and customer interactions.
● Working knowledge of MS Excel and CRM systems.
● Strong attention to detail and ability to maintain accurate customer records.
● Basic analytical and problem-solving skills.
● Ability to multitask and work in a fast-paced startup environment.
● A customer-first mindset with the ability to handle conversations professionally.
● Prior experience in customer service, telecalling, CRM, sales support, or customer analytics will be an added advantage.
● Passion for animals and an interest in the pet-care industry is a plus.
Skills Required● Customer Relationship Management (CRM)
● Customer Service
● Lead Management & Follow-ups
● Effective Communication
● English Proficiency – Spoken & Written
● Hindi Proficiency – Spoken
● MS Excel
● Data Management & Analysis
● Problem Solving
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