Customer Relations Executive

Job Description

Responsibilities: Act as the first point of contact for customers, responding to incoming phone calls, emails, and messages in a prompt and professional manner. Assist and resolve customer inquiries or issues regarding our products or services. This includes answering questions about features, troubleshooting basic problems, and guiding users on next steps. Maintain and update customer records in the CRM system with details of inquiries, feedback, and resolutions provided, ensuring accurate and up-to-date customer data. Follow up with customers when needed to ensure their issues have been fully resolved and they are satisfied with the outcome. Escalate complex or unresolved matters to senior team members or managers as appropriate. Collaborate with other teams (such as operations, sales, or technical support) to facilitate swift resolution of customer requests or issues. Ensure that customer feedback (likes, dislikes, pain points) is communicated to the relevant teams for product/service improvements. Guide new customers through the onboarding process if applicable, helping them understand how to use our product/service effectively. Monitor customer engagement and be proactive in reaching out to inactive or at-risk customers with courtesy calls or check-in emails to maintain a strong client relationship. Contribute to developing the customer FAQs, help guides, or response templates by providing insights on common queries and effective answers. Qualifications: Bachelors degree in any discipline. Degrees or coursework in communications, business, or customer service are a plus but not mandatory. Experience: 02 years of experience in customer service, customer relations, or a client-facing role. (Internships or part-time experience in call centers, helpdesks, or hospitality can be beneficial.) Exceptional verbal and written communication skills. Ability to communicate clearly, patiently, and empathetically with customers is essential. Strong interpersonal skills with a customer-centric attitude – genuinely enjoys helping people and solving problems. Basic computer skills required: familiarity with email, MS Office, and ability to quickly learn our customer support software/CRM tool. Good organizational skills to log and track issues, and time-management skills to handle multiple customer conversations efficiently throughout the day. Problem-solving ability – can think on your feet to provide solutions or workarounds to customers while remaining calm under pressure. Proficiency in English and Tamil (both spoken and written) is expected; knowledge of additional languages can be an advantage. Positive attitude and a willingness to go the extra mile to ensure customer satisfaction, which is crucial in a startup aiming to build a strong reputation through excellent service.