Customer Relationship Executive

Key Responsibilities:

1. Customer Interaction and Relationship Management:

• Serve as the first point of contact for walk-in, phone, or email inquiries from customers.
• Build rapport with clients by understanding their needs and offering personalized solutions or guidance.
• Develop strong, long-term relationships with customers by providing consistent follow-ups and assistance.
• Ensure all interactions are courteous, professional, and customer-focused.

2. Query and Complaint Resolution:

• Address customer issues promptly, whether related to service, transactions, product usage, or account status.
• Provide clear and accurate information regarding company policies, procedures, or offerings.
• Coordinate with internal departments (sales, operations, finance, technical support) to resolve issues quickly and effectively.
• Maintain a complaint tracker and ensure timely closure with proper documentation.

3. Sales Support and Cross-Selling:

• Inform customers about new products, services, offers, or upgrades that align with their profile or interests.
• Assist the sales team by identifying leads during customer interactions and forwarding them to the appropriate department.
• Encourage existing customers to explore additional services that could benefit them.
• Achieve assigned targets for customer referrals, upselling, or retention programs.

4. Data Management and Reporting:

• Maintain and update customer records, interaction histories, and service requests using CRM tools or customer databases.
• Ensure accuracy and completeness of customer information for future reference and reporting.
• Generate daily/weekly/monthly reports on customer feedback, complaints resolved, and relationship-building activities.
• Highlight potential issues or service gaps to senior management and suggest improvements.

5. Operational Support:

• Support operational tasks such as filling out forms, guiding customers through digital platforms or mobile apps, and processing documentation.
• Assist in account opening, application processing, KYC verification, or appointment scheduling (based on industry).
• Ensure proper filing, scanning, or handling of sensitive customer documents in compliance with data privacy laws.

6. Customer Engagement Activities:

• Conduct periodic follow-ups via phone, email, or messaging platforms to maintain engagement and address ongoing concerns.
• Participate in customer feedback surveys, promotional events, or satisfaction campaigns.
• Help plan and execute customer appreciation days, loyalty programs, or client events to strengthen bonds.