Customer Relation Executive Job Opening in Kottayam

We are dedicated to providing exceptional products/services and ensuring customer satisfaction. As part of our commitment to delivering excellent customer service, we are seeking a dynamic and customer-focused individual to join our team as a Customer Relations Executive. Job Description: The Customer Relations Executive plays a crucial role in building and maintaining positive relationships with our customers. This role involves handling inquiries, resolving complaints, and providing assistance to ensure a seamless customer experience. The ideal candidate will have excellent communication skills, problem-solving abilities, and a passion for delivering outstanding service to our valued customers. Responsibilities: Customer Engagement: Act as the primary point of contact for customers, responding to inquiries, providing information about products/services, and addressing any concerns or issues promptly and professionally. Complaint Resolution: Listen to customer complaints, empathize with their concerns, and work towards finding satisfactory solutions. Escalate unresolved issues to the appropriate department or supervisor as needed. Order Processing: Assist customers with placing orders, processing payments, and tracking order status. Coordinate with internal teams, including sales, logistics, and finance, to ensure timely order fulfillment and delivery. Follow-Up: Follow up with customers to ensure that their inquiries and concerns have been addressed to their satisfaction. Provide additional assistance or information as needed to enhance the customer experience. Feedback Collection: Gather feedback from customers regarding their experience with our products/services. Compile feedback data and insights to identify areas for improvement and implement strategies to enhance customer satisfaction. Customer Education: Educate customers about product features, usage instructions, warranties, and after-sales services to maximize their satisfaction and product enjoyment. Cross-Selling and Upselling: Identify opportunities to cross-sell or upsell additional products/services to existing customers based on their needs and preferences. Promote special offers, promotions, and loyalty programs to encourage repeat business. Database Management: Maintain accurate records of customer interactions, inquiries, and feedback in the customer relationship management (CRM) system. Update customer profiles and contact information as needed. Communication Liaison: Serve as a liaison between customers and internal departments, facilitating communication and ensuring that customer inquiries and requests are handled promptly and effectively. Customer Satisfaction Monitoring: Monitor customer satisfaction levels through surveys, feedback forms, and other channels. Analyze customer feedback and satisfaction metrics to identify trends and areas for improvement. Qualifications: Bachelor's degree in Business Administration, Marketing, or a related field preferred. Proven experience in customer service, client relations, or a similar role, preferably in the [insert industry or sector] sector. Excellent communication skills, both verbal and written, with the ability to interact professionally with customers via phone, email, and in person. Strong interpersonal skills, with the ability to build rapport and establish positive relationships with customers. Problem-solving abilities and the capacity to handle complaints and resolve issues in a calm and diplomatic manner. Proficiency in using CRM software and other customer service tools for inquiry management and data analysis. Ability to multitask and prioritize tasks effectively in a fast-paced environment. Attention to detail and accuracy in data entry and documentation. Positive attitude, resilience, and a commitment to delivering exceptional customer service. Flexibility to work evenings, weekends, and holidays as needed to accommodate customer needs and business demands.