Client Relationship Executive

Customer Relationship Management

• Act as the primary point of contact for customers via phone, WhatsApp, email, and other communication channels.
• Build and maintain strong relationships with customers by providing prompt and courteous support.
• Ensure a positive customer experience throughout the customer lifecycle.

Customer Query Handling

• Handle customer inquiries related to water purifier rental plans, installations, maintenance, renewals, and service requests.
• Provide accurate information regarding products, services, pricing, and company policies.
• Resolve customer concerns efficiently or escalate them to the appropriate department when required.

Service Coordination

• Coordinate with the Operations and Service teams for installation, maintenance, filter replacement, and repair requests.
• Schedule service visits and ensure timely completion.
• Follow up with customers after service completion to confirm satisfaction.

Complaint Resolution

• Record customer complaints and ensure they are addressed within the defined turnaround time.
• Maintain regular communication with customers until issues are resolved.
• Work closely with internal teams to minimize service delays.

Customer Retention & Renewals

• Follow up with existing customers regarding rental renewals and service schedules.
• Identify opportunities to improve customer retention and encourage long-term relationships.
• Promote additional products or services whenever appropriate.

Data Management

• Maintain accurate customer records in Excel or the company's CRM system.
• Update customer details, service history, complaints, and follow-up activities.
• Prepare daily and weekly reports on customer interactions and pending cases.
• Coordination with Internal TeamsWork closely with Sales, Operations, Field Technicians, and Accounts to ensure seamless customer service.
• Communicate customer feedback and suggestions to relevant departments.

Customer Feedback

• Collect customer feedback after installation and service visits.
• Monitor customer satisfaction levels and recommend improvements in service quality.

Key Skills RequiredExcellent

• verbal and written communication skills.
• Strong interpersonal and relationship-building skills.
• Customer-focused attitude with a problem-solving approach.
• Ability to handle multiple tasks and prioritize effectively.
• Good knowledge of MS Excel, Google Sheets, and basic computer applications.
• Ability to work in a fast-paced environment.
• Positive attitude and willingness to learn.