Customer Relationship Executive

Key Responsibilities

1. Customer Interaction

• Communicate with customers via phone, email, WhatsApp, or chat to assist with queries, orders, service-related concerns, and feedback.
• Understand customer requirements and provide accurate information about products, services, or procedures.
• Follow up with customers to ensure satisfaction and address unresolved issues.

2. Relationship Management

• Support the senior customer relationship executives in building and maintaining strong client relationships.
• Update clients about new product offerings, service upgrades, or promotional schemes.
• Collect customer feedback regularly and report trends or issues to the concerned team.

3. CRM and Data Management

• Update and manage customer records using CRM software or spreadsheets.
• Track customer interaction history, service issues, and follow-up actions.
• Maintain confidentiality and accuracy of customer information.

4. Service Quality & Process Adherence

• Ensure that all communication aligns with the company s tone, etiquette, and customer service standards.
• Respond to queries professionally and escalate complex issues to senior team members.
• Assist in achieving KPIs like customer satisfaction scores (CSAT), response time, and resolution rate.

5. Reporting & Coordination

• Prepare basic daily or weekly reports on customer interaction, feedback received, and follow-up status.
• Coordinate with internal departments such as Sales, Operations, and Technical Support for order tracking, delivery status, or complaint resolution.
• Attend team meetings, training sessions, and client briefings as required.