Customer relationship executive
Company : Realme service center
Category : Back Office
A Customer Relationship Executive (CRE) is responsible for managing and nurturing relationships with the company’s clients. This role involves addressing customer inquiries, resolving issues, and ensuring customer satisfaction to foster loyalty and long-term engagement. The CRE serves as a key point of contact between the company and its customers, promoting a positive customer experience.
Key Responsibilities:
-
Customer Support and Communication:
- Serve as the primary point of contact for customer inquiries and concerns.
- Respond promptly to customer queries through various channels (phone, email, chat).
- Provide accurate information about products, services, and policies.
-
Issue Resolution:
- Identify, investigate, and resolve customer issues efficiently and effectively.
- Coordinate with other departments to address and solve customer problems.
- Follow up with customers to ensure their issues are fully resolved and they are satisfied.
-
Relationship Management:
- Develop and maintain strong relationships with key customers.
- Regularly check in with customers to understand their needs and expectations.
- Gather and document customer feedback to improve products and services.
-
Sales Support:
- Assist the sales team with customer inquiries related to orders, pricing, and product availability.
- Upsell and cross-sell products and services where appropriate to meet customer needs.
- Support the execution of customer retention strategies and campaigns.
-
Data Management and Reporting:
- Maintain accurate and up-to-date customer records in the CRM system.
- Prepare regular reports on customer interactions, feedback, and issues.
- Analyze customer data to identify trends and areas for improvement.
-
Customer Experience Enhancement:
- Proactively identify opportunities to enhance the customer experience.
- Implement customer service best practices and suggest improvements to processes.
- Stay informed about industry trends and customer service innovations.
Required Skills and Qualifications:
- Education: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Experience: Proven experience in customer service, client relations, or a related role.
- Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in CRM software and MS Office Suite.
- Good organizational and time-management skills.
- Ability to work independently and collaboratively within a team.
- Attributes:
- Customer-focused with a proactive attitude.
- High level of patience and empathy.
- Professional and courteous demeanor.
