Customer Relationship Manager

We are seeking a Customer Relationship Manager who will be responsible for managing customer relationships, handling conflicts, resolving grievances, and ensuring timely and effective closure of customer complaints. The ideal candidate should be calm under pressure, solution-oriented, and capable of maintaining long-term customer trust.

• Key Responsibilities
• Customer Handling & Relationship ManagementAct as the primary point of contact for customers and key accounts.
• Build and maintain strong, long-term customer relationships.
• Understand customer expectations and ensure a high level of satisfaction.
• Handle customers professionally during high-pressure or escalated situations.
• Conflict Handling & Grievance ManagementManage and resolve customer conflicts, disputes, and grievances in a structured and empathetic manner.
• Address escalated issues related to service delays, product concerns, or communication gaps.
• Conduct root-cause analysis to prevent recurrence of customer complaints.
• Coordinate with internal departments to ensure quick and fair resolutions.
• Customer Complaints ManagementRegister, track, and resolve customer complaints within defined TAT.
• Ensure proper documentation and closure of complaints with customer confirmation.
• Communicate clearly with customers regarding resolution progress and outcomes.
• Escalate critical issues to management when required.
• Process Improvement & ReportingMaintain complaint logs, grievance records, and customer interaction reports.
• Identify recurring issues and suggest process improvements.
• Share customer insights and feedback with sales, operations, and management teams.