CUSTOMER RELATIONS EXECUTIVE

Key Responsibilities

• Handle customer queries through phone and email, ensuring 95%+ of queries are responded to within the defined service timeframe.
• Acknowledge and register 100% of customer grievances, with complaints resolved or escalated within the agreed SLA/TAT.
• Maintain a first-response time for emails and customer complaints.
• Follow up on open issues and achieve 90%+ on-time grievance resolution within the committed timeline.
• Maintain accurate records of 100% of customer interactions, complaints, feedback, and resolutions.
• Maintain a minimum 90% customer satisfaction score through professional communication and effective issue resolution.
• Escalate critical or unresolved issues and ensure timely follow-up until closure.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
• 1–3 years of experience in customer service or customer relations (entry-level roles may accept fresh graduates).
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good interpersonal and relationship-building skills.
• Proficiency in Microsoft Office and CRM software.
• Ability to multitask and work under pressure.
• Strong organizational and time management skills.

Key Competencies

• Customer-focused attitude
• Communication and active listening
• Teamwork and collaboration
• Patience and empathy
• Attention to detail
• Adaptability and professionalism