Customer Relationship Executive (CRE)

Job Summary

The Customer Relationship Executive (CRE) is responsible for managing customer communication, handling lead follow-ups, maintaining CRM records, supporting sales conversions, and ensuring excellent customer service standards. The role requires strong communication skills, customer relationship management, coordination abilities, and disciplined follow-up practices to support organizational growth and customer satisfaction.

Key Duties & Responsibilities

1. Customer Calling & Enquiry Handling

• Complete assigned daily outbound and inbound call targets.
• Handle customer enquiries through calls, WhatsApp, emails, and walk-ins professionally.
• Ensure all customer interactions follow company communication standards.
• Respond to customer enquiries within the defined turnaround time (TAT).

2. Follow-up & Lead Management

• Follow up with all assigned leads as per scheduled timelines.
• Maintain daily follow-up tracking within the CRM system.
• Reconnect with inactive or dormant leads periodically.
• Ensure proper lead nurturing for hot, warm, and cold leads.

3. Sales Support & Lead Conversion

• Understand customer requirements clearly before presenting solutions.
• Explain products and services effectively to customers.
• Address customer objections professionally and support lead conversion.
• Achieve assigned monthly sales and conversion targets.

4. CRM Management & Reporting

• Update customer interactions, remarks, and lead status in CRM on the same day.
• Maintain accurate and updated customer records.
• Submit daily activity reports and pipeline updates to management.
• Ensure zero incomplete or incorrect CRM entries.

5. Customer Relationship Management

• Build and maintain strong customer relationships.
• Handle customer concerns and complaints professionally.
• Ensure customer satisfaction through timely communication and support.
• Encourage repeat business and customer referrals.

6. Coordination & Team Support

• Coordinate with internal departments for smooth customer onboarding and service delivery.
• Share customer feedback and market insights with management.
• Participate in meetings, reviews, and training programs.
• Support overall departmental and organizational goals.

KPI Indicators & Expected Performance Standards

KPI Indicator

Expected Performance Standard

Daily Calls Completed

100% achievement of assigned call target

Follow-up Adherence

Zero missed follow-ups beyond defined TAT

Lead-to-Conversion Ratio

Achievement as per monthly benchmark

Monthly Sales / Revenue Target

100% target achievement

CRM Update Compliance

100% same-day CRM updates

Call Quality Audit Score

Pass all quality assessment parameters

Customer Complaint Resolution

Resolution within defined TAT

Customer Response Time

Timely response to all customer enquiries

Attendance & Discipline

Consistent punctuality and professionalism

Team Coordination Efficiency

Smooth coordination with internal teams

Daily Work Discipline Expectations

Review pending follow-ups and lead assignments at the beginning of the day.

Plan daily calling schedules effectively.

Stay updated on company products, pricing, offers, and process changes.

Attend all meetings, reviews, and training sessions.

Maintain professional communication standards in every customer interaction.

Complete CRM updates and next-day follow-up planning before the end of shift.

Non-Negotiable Standards

• No missed or delayed follow-ups without valid approval.
• No fake, incorrect, or incomplete CRM entries.
• No unprofessional behaviour with customers or team members.
• Strict confidentiality of customer and company information.
• Consistent accountability toward targets and responsibilities.
• Growth Opportunity
• Consistent performers will have opportunities for career advancement, incentive benefits, leadership responsibilities, and internal growth within the organization.

Work Location: In person