Customer Relationship Executive

Job Summary

We are looking for a Customer Relationship Executive who will be responsible for maintaining strong relationships with existing customers, ensuring customer satisfaction, improving customer retention, and providing timely support for customer queries, feedback, and complaints.

Key Responsibilities

• Maintain regular communication and strong relationships with existing customers.

• Focus on customer retention and reduce customer churn through proactive follow-ups.

• Understand customer requirements and ensure a smooth customer experience.

• Handle customer queries, concerns, and service-related issues promptly.

• Receive, record, and coordinate resolution of customer complaints with the concerned team.

• Collect and analyze customer feedback to identify areas for improvement.

• Follow up with customers after service/product delivery to ensure satisfaction.

• Identify customer dissatisfaction or potential churn risks and take corrective action.

• Coordinate with Sales, Operations, Support, and other internal teams to resolve customer issues.

• Maintain accurate records of customer interactions, complaints, feedback, and follow-ups.

• Inform customers about relevant products, services, offers, renewals, or upgrades when appropriate.

• Build long-term customer relationships and encourage repeat business.

• Prepare regular reports related to customer retention, complaints, feedback, and customer satisfaction.

• Ensure timely follow-up on pending customer issues until closure.

• Contribute ideas and initiatives to improve customer satisfaction and retention.

Key Performance Indicators (KPIs)

• Customer Retention Rate

• Repeat Business / Renewal Rate

• Customer Satisfaction (CSAT)

• Complaint Resolution Time

• Number of Customer Complaints & Resolution Rate

• Customer Feedback Score

• Customer Churn Rate

• Follow-up & Issue Closure Rate

• Repeat Sales / Upselling Opportunities

Required Skills

• Excellent communication and interpersonal skills

• Customer-focused attitude

• Good problem-solving and complaint-handling skills

• Strong follow-up and relationship-building abilities

• Patience and ability to handle difficult customers professionally

• Good coordination and teamwork skills

• Basic knowledge of MS Excel/Google Sheets and CRM software

• Ability to maintain customer records and prepare basic reports

Experience & Qualification

• Qualification: Graduate in any discipline

• Experience: 1–3 years in Customer Relationship, Customer Support, Retention, Telecalling, or a similar role

• Freshers with strong communication and customer-handling skills may also be considered.

Ideal Candidate

The ideal candidate should be proactive, responsible, customer-oriented, and comfortable communicating with customers regularly. The person should have a strong focus on customer satisfaction, retention, complaint resolution, feedback collection, and repeat business generation.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.