Customer Relationship Executive

1. Customer Query & Complaint Resolution

Handle all post-purchase queries (order status, returns, warranty, damages).

Maintain response time within 4 hours and resolution closure within 24–48 hours.

2. Returns, Exchanges & Warranty Management

Process returns/exchanges smoothly as per company policy.

Coordinate with warehouse/logistics for timely pickups and replacements.

Ensure return/exchange TAT ≤5 working days.

3. Customer Satisfaction & Retention

-Achieve a Customer Satisfaction (CSAT) score ≥90%.

-Reduce repeat complaints by 20%.

-Ensure happy customers transition into repeat buyers.

4. Communication & Relationship Management

-Proactively update customers about order status, delays, or policy clarifications.

-Provide product care guidance (lens cleaning, frame handling, warranty usage).

-Handle escalations with empathy and professionalism.

5. Process Compliance & Documentation

-Maintain accurate records of all after-sales cases.

-Adhere to Hashtag Eyewears’ policies on refunds, replacements & warranties.

-Ensure zero policy deviation in after-sales handling.

6. Feedback & Insights Sharing

-Collect customer reviews, ratings, and feedback after issue resolution.

-Share recurring customer issues with product & operations team for improvement.

-Improve review collection rate ≥15% of resolved cases.

7. Personalized Recommendations

-Identify customer preferences (gender, age, usage like gaming, driving, office).

-Suggest complementary products during/after purchase (e.g., sunglasses + clip-ons, frames + blue light lenses).

-Maintain ≥70% relevance score based on customer profile, past purchases, and browsing history.

8. Cross-Selling & Bundling

-Promote bundles (e.g., Buy 2 Get 1 Free, Buy 1 Get 2nd @ 50% OFF).

9. Performance Reporting

-Prepare weekly/monthly reports on after-sales cases, resolutions, and satisfaction scores.

-Track key metrics: Complaint volume, Resolution TAT, CSAT, Return % & Churn %.

• It is a Full Time Sales / Business Development job for candidates with 1 - 2 years of experience.