Customer Relationship Executive

Job Summary

We are looking for a proactive and customer-focused Customer Relations Executive to manage customer interactions, resolve support requests, and ensure a high level of customer satisfaction. The candidate will be responsible for handling customer queries through multiple communication channels, coordinating with internal teams for issue resolution, and maintaining timely and professional communication with customers.

Role & responsibilities

• Handle customer support requests via phone, email, ticketing system, WhatsApp, and remote support tools.
• Understand customer requirements, identify issues, and provide appropriate solutions or guidance.
• Respond to customer queries promptly and professionally while maintaining a positive customer experience.
• Monitor and manage support tickets, ensuring issues are followed up and resolved within the required timeframe.
• Provide basic technical assistance and troubleshooting to customers through remote support tools where required.
• Escalate complex or unresolved issues to the appropriate internal team and follow up until closure.
• Maintain accurate records of customer interactions, complaints, requests, and resolutions.
• Follow up with customers to confirm that reported issues have been resolved satisfactorily.
• Assist customers with product/service-related queries, usage guidance, and basic troubleshooting.
• Inform customers about service updates, planned maintenance, outages, or other relevant information when required.
• Identify recurring customer issues and communicate them to the concerned teams for corrective action.
• Support customer onboarding and provide assistance during the initial setup or service activation process.
• Ensure adherence to company customer support procedures, service standards, and escalation processes.
• Handle customer complaints professionally and work towards timely and satisfactory resolution