Customer Relationship Executive - Service

Job Title: Customer Relationship Executive
Function: After-Sales Service
Reporting To: Customer Service Manager
Base Location: Surat HO
Work Mode: In Office (Surat HO)
Education: Graduation or Similar Education
Experience: 0 to 3 Years
No. of Vacancies: 01

Role Overview:

The Customer Relationship Executive (CRE) is responsible for managing customer feedback after installation and service activities. The role focuses on ensuring customer satisfaction, identifying improvement areas, and strengthening customer relationships through proactive follow-ups and issue resolution.

Key Responsibilities

1. Post-Installation Feedback

• Conduct customer feedback calls after installation of Whitelion home automation systems.
• Verify installation quality, system functionality, and customer understanding of product usage.
• Ensure customers are satisfied with the installation team and overall experience.

2. Post-Service Feedback

• Take feedback after service visits and maintenance calls.
• Evaluate engineer performance, response time, and issue resolution quality.
• Capture customer concerns, recurring issues, or dissatisfaction.

3. Customer Engagement

• Maintain professional and positive communication with customers.
• Guide customers on basic usage of smart home systems, if required.
• Build strong and long-term customer relationships.

4. Complaint Handling & Escalation

• Identify service gaps and customer complaints.
• Escalate critical issues to technical or service teams.
• Ensure timely closure of issues with proper follow-ups.

5. CRM & Data Management

• Record all customer interactions and feedback in CRM systems.
• Maintain accurate data on installation and service experience.

6. Reporting & Insights

Prepare daily/weekly reports on:

• Customer Satisfaction (CSAT)
• Feedback trends
• Common service/product issues
• Suggest improvements to enhance installation and service quality.

Required Skills, Knowledge & Attitude

• Excellent communication skills (Hindi & English; regional language preferred)
• Strong listening and problem-solving ability
• Customer-first mindset with empathy
• Basic understanding of IoT / Home Automation Systems preferred
• CRM and MS Excel knowledge
• Good follow-up and coordination skills