Customer Relationship Associate

Key Responsibilities

• Handle customer queries and concerns effectively through calls and emails (voice and non-voice support).
• Ensure first-contact resolution and customer satisfaction.
• Maintain accurate records of customer interactions in the CRM system.
• Proactively identify customer needs and provide appropriate solutions.
• Escalate complex issues to relevant departments with proper documentation.
• Contribute to process improvement and knowledge sharing within the team.
• Prepare and maintain daily/weekly Excel reports as required.
  

Key Requirements

• Strong understanding of customer service processes and systems.
• Excellent English communication skills, both verbal and written.
• Strong vocabulary, articulation, and comprehension.
• Experience in both voice and non-voice/email support.
• Proficiency in MS Excel for basic reporting and data management.
• Strong problem-solving ability with attention to detail.
• Flexibility to work in rotational shifts.
  

Preferred Attributes

• Exposure to CRM tools such as Zoho Desk.
• Experience handling both B2C and B2B customers.
• Quick learner with the ability to adapt to changing business requirements.