Customer Relations Executive

SUMMARY

The Customer Relationship Executive acts as the primary point of contact for all customer inquiries, order status updates, feedback collection, and client onboarding. This role ensures that every interaction reflects Zuboc’s warmth, professionalism, and emotional commitment to customer happiness.

DUTIES & RESPONSIBILITIES

A. Order Communication & Tracking

• Confirm order receipt and expected delivery dates with customers
• Share tracking IDs, shipping updates, and payment confirmations
• Coordinate with the Shipment Executive to resolve delays or issues

B. Customer Interaction Management

• Respond to WhatsApp, Instagram DM, and phone inquiries
• Maintain a friendly, solution-oriented tone in all customer interactions
• Handle FAQs, gifting customizations, and urgent customer needs

C. Issue Resolution & Feedback

• Document and resolve complaints, packaging concerns, or delays
• Follow up with clients for post-delivery feedback and reviews
• Escalate recurring issues to the Creative or Ops team

D. Repeat Sales & Client Retention

• Maintain a database of regular customers and bulk order clients
• Proactively reach out for birthdays, anniversaries, and seasonal gifting needs
• Share new launches, offers, or upcoming workshops to past customers

E. CRM & Records

• Maintain logs of conversations, complaints, returns, and follow-ups
• Assist in compiling testimonials, ratings, and social proof for marketing
• Generate weekly summary reports for management

DESIRED PROFILE

• Education: Graduate in any discipline (Communication, Business, or Arts preferred)
• Experience: 1–3 years in customer support, relationship management, or social media handling
• Skills:
• Warm and articulate communicator
• Basic CRM and Excel knowledge
• Strong understanding of gifting and personalization context
• Social media responsiveness (especially WhatsApp & Instagram)

Job Type: Full-time

Pay: ₹12,000.00 - ₹18,000.00 per month

Language:

• English (Required)

Work Location: In person