Customer Relationship Executive

Role & responsibilities

* Handle customer queries through WhatsApp, calls, email and other communication channels.

* Manage website and marketplace enquiries, including product availability, sizing, styling, order status and delivery updates.

* Follow up on abandoned carts, pending enquiries and potential customers to improve conversions.

* Manage customer concerns related to returns, exchanges, refunds and order exceptions in accordance with company policies.

* Build strong customer relationships and encourage repeat purchases.

* Maintain accurate customer records, follow-up sheets and CRM data.

* Coordinate with the warehouse, dispatch, sales and operations teams to resolve customer issues.

* Support customer management at the factory experience centre.

* Track customer feedback, recurring complaints and satisfaction levels.

* Help improve customer retention, customer experience and overall sales conversion.

Preferred candidate profile

* Handle customer queries through WhatsApp, calls, email and other communication channels.

* Manage website and marketplace enquiries, including product availability, sizing, styling, order status and delivery updates.

* Follow up on abandoned carts, pending enquiries and potential customers to improve conversions.

* Manage customer concerns related to returns, exchanges, refunds and order exceptions in accordance with company policies.

* Build strong customer relationships and encourage repeat purchases.

* Maintain accurate customer records, follow-up sheets and CRM data.

* Coordinate with the warehouse, dispatch, sales and operations teams to resolve customer issues.

* Support customer management at the factory experience centre.

* Track customer feedback, recurring complaints and satisfaction levels.

* Help improve customer retention, customer experience and overall sales conversion.