Customer Relationship Management Executive

Job Description - Customer Care Executive cum Admin

Location - Bangalore (on site)

CTC - 3-4 lpa

About Bene Kleed

Bene Kleed is one of India's fast-growing fashion brands focused on trend-first collections, community-led growth, and strong customer experience. We're looking for a proactive and customer-obsessed Customer Care Executive who can build meaningful customer relationships while ensuring smooth CRM and support operations.

Role Overview

The Customer Care Executive will be responsible for handling customer interactions across WhatsApp, Instagram, email, and support channels while ensuring fast resolution, high satisfaction, and strong brand communication.

The role also involves CRM management, customer lifecycle tracking, return reduction, and feedback analysis to improve overall customer experience.

Key Responsibilities

Customer Support & Query Resolution

* Handle customer queries across WhatsApp, Instagram, email, and support platforms

* Ensure quick first response and fast issue resolution

* Resolve customer concerns with empathy, ownership, and accuracy

* Coordinate with logistics and operations teams for issue closure

* Maintain zero missed customer queries

Customer Experience Management

* Maintain Bene Kleed's brand tone and customer-first communication

* Deliver premium and emotionally engaging customer interactions

* Build strong customer relationships to improve retention and repeat purchases

* Handle escalations professionally and efficiently

Returns, Exchanges & RTO Management

* Manage return, exchange, cancellation, and RTO cases

* Identify avoidable returns and proactively reduce them

* Ensure accurate issue and reason tagging

* Coordinate pre-dispatch interventions where required

CRM & Customer Lifecycle Management

* Maintain customer data hygiene inside CRM tools

* Support customer segmentation and campaign execution

* Track repeat customers and re-engagement opportunities

* Capture customer feedback and insights for retention improvement

Reporting & Process Management

* Maintain daily support trackers and CRM updates

* Share recurring customer issue reports with management

* Identify patterns and suggest operational improvements

* Follow SOPs and internal communication guidelines strictly

Skills Required

* Strong communication skills in English & Hindi & Kannada

* Good written communication and customer handling ability

* Experience with WhatsApp CRM/support tools preferred

* Ability to multitask in a fast-paced environment

* Strong ownership and problem-solving mindset

* Basic Excel/Google Sheets knowledge

* Experience in fashion/e-commerce/customer support preferred

Preferred Experience

* 1–3 years in Customer Support / CRM / E-commerce Support

* Experience with Shopify, WhatsApp CRM, or Meta support systems is a plus

What We're Looking For

* Fast responder

* High ownership mindset

* Strong empathy with customers

* Attention to detail

* Process-oriented execution

* Brand-conscious communication