Client Relationship Executive

This is an On-Site (no WFH) Job in Mumbai only.

Candidates from Mumbai should apply for this Job.

Role Overview

The Customer Relations Manager (CRM) is responsible for delivering a seamless, high-quality customer experience across all touchpoints — from order placement to garment delivery and post-delivery feedback.

This role acts as the voice of the customer inside the organization and ensures quick resolution of issues, clear communication, escalation handling, service recovery, credit/refund management, and maintaining long-term customer loyalty.

The role includes:

1) Attending calls & messages from customers

2) Coordinating with the Logistics & Operations team ensuring that there is a smooth flow of customers order & proper communication is levied throughout the journey of an order.

3) Providing solution for grievances (if any) in the overall service from pickup to delivery

4) Maintaining healthy communication with prime customers & attending their requests on priority

5) Meeting 2-3 UHNI customers 3-4 times a year in-person, to get their feedback & meet their expectations

6) Payment follow-ups with all B2C & Society customers

7) Sending promotional messages / seasonal offer messages to customer database

8) Out-bound Calling to Leads (potential customers) & earn commission on conversion - incentive based

9) Ensuring all work is done in an organized manner & instructions are documented & shared with Operations & Logistics team.

Reporting & MIS Weekly & Monthly customer experience:

Complaints received, Categorization, TAT for resolution, Repeat complaint rate, Service credit/refund summary, Retention % and NPS score

Technical Competencies:

• Strong understanding of garment types, fabrics, laundry processes, stain removal basics.
• Experience handling escalations and dissatisfied customers.
• Ability to coordinate across operations, factory, and logistics teams.
• Proficiency in CRM tools, WhatsApp Business, Excel/Sheets, ticketing systems.

Soft Skills:

• Empathy, patience, and problem-solving.
• Exceptional written & verbal communication.
• High attention to detail.
• Ability to stay calm during high-pressure situations.
• Strong follow-up discipline.
• Customer-first attitude.