Relationship Manager

Key Responsibilities

•      Customer Relationship Management

•      Act as the single point of contact for customers throughout the service lifecycle.

•      Build and maintain strong customer relationships through timely and professional communication.

•      Deliver a premium customer experience at every interaction.

•      Order Updates & Communication

•      Provide proactive updates on order status via calls, WhatsApp, emails, and other communication channels.

•      Ensure customers are informed about service timelines, delays, approvals, and delivery schedules.

•      Maintain accurate communication records in the CRM/order management system.

•      Grievance & Escalation Management

•      Handle customer complaints, concerns, and escalations with empathy and professionalism.

•      Coordinate with Operations, Workshop, Logistics, and Store teams to ensure timely resolution.

•      Follow up until complete customer satisfaction is achieved. •    Rework Management

•      Manage all customer rework requests from initiation to closure.

•      Coordinate with internal teams to ensure quality standards and turnaround times are met.

•      Keep customers updated throughout the rework process.

•      End-to-End Customer Handling

•      Own the complete customer journey from order booking to final delivery.

•      Ensure service commitments and SLAs are consistently met.

•      Identify opportunities to exceed customer expectations.

•      Customer Support

•      Respond promptly to customer inquiries across multiple channels.

•      Assist customers with pricing, service information, order tracking, pickup/delivery queries, and postservice support.

•      Escalate complex issues when necessary while maintaining ownership. • Reviews & Feedback Management

•      Proactively collect customer reviews after service completion.

•      Encourage positive ratings on Google and other review platforms.

•      Gather detailed customer feedback and share actionable insights with relevant teams.

•      Track customer satisfaction metrics such as NPS, CSAT, and feedback completion rates.

Required Skills

•      Excellent verbal and written communication skills (English & Hindi).

•      Strong customer handling and conflict resolution abilities.

•      High emotional intelligence and empathy.

•      Ability to multitask and manage multiple customer conversations simultaneously.

•      Strong coordination and follow-up skills.

•      Problem-solving mindset with attention to detail.

•      Proficiency in Microsoft Excel, Google Sheets, and CRM tools.

Experience with WhatsApp Business, customer support platforms, or ticketing systems is preferred.