Customer Relationship Executive

KEY RESPONSIBILITIES

Customer Interaction & Support

• Act as the single point of contact for customers across phone, WhatsApp, email, and other digital channels

• Handle customer queries, concerns, and complaints with professionalism and empathy

• Provide accurate information about services, processes, timelines, and next steps

• Ensure timely follow-ups and closure of all customer interactions

Relationship Management

• Build trust-based, long-term relationships with customers
• Proactively update customers on order status, delays (if any), and resolutions
• Anticipate customer needs and address potential issues before escalation

Issue Resolution & Escalation

• Own customer issues end-to-end until resolution
• Coordinate with internal teams (operations, sales, partners, tech, etc.) to resolve issues quickly
• Escalate critical or high-risk cases appropriately while keeping the customer informed

Customer Experience & Quality

• Deliver a consistently high-quality customer experience aligned with company values
• Capture customer feedback and insights to improve processes and service quality
• Contribute to NPS, CSAT, and customer retention goals

Documentation & Systems

• Maintain accurate records of customer interactions in Freshdesk (our CRM/ticketing system)
• Follow defined SOPs and compliance guidelines
• Meet response time and resolution SLAs

REQUIRED SKILLS & QUALIFICATIONS

Must-Have Skills

• Exceptional verbal and written communication skills
• Strong customer empathy and active listening abilities
• Ability to explain complex information in a simple, clear manner
• Proven problem-solving and conflict-resolution skills
• High attention to detail and follow-through

Experience

• 1-5 years of experience in customer support, customer success, or relationship management roles
• Experience handling customers via phone, chat, WhatsApp, or email
• Prior experience in service-based, healthcare, fintech, e-commerce, or consumer-facing industries is a plus