Customer Relations Executive

ROLES AND RESPONSIBILTIES

Position: Customer Relationship Executive

Department: Sales & Marketing

Reporting to: MARKETING TEAM LEADER                                                                          

JOB DESCRIPTION

            We are looking for a proactive and customer-focused Customer Relationship Executive to manage relationships with our customers and ensure their satisfaction. The ideal candidate will serve as the primary point of contact for customers, addressing their needs, resolving issues, and building trust and loyalty to drive long-term engagement.

Roles and Responsibilities:

1. Customer Interaction

• Act as the primary point of contact for customers, addressing inquiries and resolving issues in a timely and effective manner.
• Provide product or service information to customers.
• Maintain a professional and friendly demeanour during all customer interactions.

2. Relationship Management

• Build and maintain strong, long-term customer relationships.
• Identify and understand customer needs to provide personalized service.
• Follow up with customers to ensure their concerns or queries are resolved satisfactorily.

3. Sales Support

• Support sales teams by identifying upselling or cross-selling opportunities.
• Assist customers in understanding and using products or services effectively.
• Collaborate with the sales team to meet customer acquisition and retention goals.

4. Customer Feedback

• Gather and analyse customer feedback to improve services or products.
• Communicate customer feedback to relevant teams to enhance offerings.
• Proactively suggest solutions to common customer issues based on feedback trends.

5. Complaint Handling

• Manage and resolve customer complaints, ensuring a positive resolution.
• Escalate complex issues to higher management when necessary.

6. Documentation and Reporting

• Maintain accurate records of customer interactions, inquiries, complaints, and resolutions.
• Prepare reports on customer service performance, complaints, and trends.
• Update customer profiles with relevant information for better service delivery.

7. Team Collaboration

• Coordinate with internal departments (e.g., marketing, sales, technical support) to ensure seamless customer experiences.
• Participate in team meetings to discuss customer issues and share insights.

8. Continuous Learning

• Stay updated on company products, services, policies, and industry trends.
• Participate in training programs to enhance skills in customer service and relationship management.

9. Customer Retention

• Develop strategies to retain customers and minimize churn.
• Create loyalty programs or other initiatives to strengthen customer relationships.
• Solving customer problems with maximum possible results

10. Adherence to Policies

• Follow company policies, procedures, and best practices for customer service.
• Maintain confidentiality of customer data and adhere to data privacy regulations.
• Meet deadlines and adhere to the assigned work schedule

11. Other Responsibilities

·       New policies from central and state government updated in future must adopt the terms

·       Payment collection with outstanding should collect and to be followed if necessary if any cash received in hand receipt is must

·       New customer data should be collected and updated and should update to the team and need to update if necessary

·       Daily work log and Report should be submitted without fail at the end of the day.

·       If there is any updating on the rules and terms in person should adopt and work together with fullfillness.