Customer Relation Executive (CRE)

We are looking for a proactive and customer-focused Customer Relation Executive (CRE) to serve as the first point of contact for our clients. The ideal candidate will be responsible for handling customer inquiries, coordinating with technical teams, ensuring timely resolution of issues and maintaining high levels of customer satisfaction. This role bridges communication between the customer and our software technical support team, ensuring smooth service delivery and issue resolution. Key Responsibilities: Handle incoming customer calls and emails professionally and efficiently. Understand the nature of customer queries and route them to the appropriate technical support engineers. Log and track customer support tickets using the internal ticketing system. Follow up on open tickets to ensure timely resolutions and customer satisfaction. Coordinate with software technical teams for issue diagnosis and service delivery. Provide updates and communicate resolution timelines to customers. Maintain accurate records of customer interactions, issues and resolutions. Assist in documenting common support queries and developing FAQ/support materials. Ensure SLA (Service Level Agreement) compliance in handling customer issues. Required Skills and Qualifications: Bachelor's degree in any discipline (preferably in Computer Science, IT, or Business Administration, Bcom). 1-2 years of experience in a customer-facing role, preferably in IT or software support. Excellent communication skills – both verbal and written. Ability to understand basic technical terms and explain solutions in a user-friendly manner. Strong organizational and ticket tracking skills. Familiarity with CRM or ticketing tools (e.g., Freshdesk, Zendesk, Jira) is an advantage. Customer-oriented mindset with a proactive and problem-solving approach. Ability to multitask, prioritize, and manage time effectively. Job Type: Full-time Pay: From ₹12,000.00 per month Benefits: Health insurance Paid sick time Provident Fund Schedule: Day shift Supplemental Pay: Overtime pay Performance bonus Quarterly bonus Yearly bonus Ability to commute/relocate: chalappuram, Calicut - 673002, Kerala: Reliably commute or planning to relocate before starting work (Required) Experience: Customer service: 1 year (Preferred) Total work: 1 year (Preferred)