Customer Relationship Executive (CRE)

Job Title: Customer Relation Executive – Complaints Handling

Location: Cochin
Job Type: Full-time, Permanent
Experience Required: Minimum 1 year
Salary: ₹15,000 – ₹17,000 per month

Job Summary

We are looking for a dedicated and customer-focused Customer Relation Executive to handle customer complaints and service-related concerns. The role is exclusively focused on resolving complaints in a professional, timely, and efficient manner while maintaining high standards of customer satisfaction. The ideal candidate should possess strong communication skills, good computer knowledge, and prior experience in complaint handling.

Key Responsibilities Customer Complaints Handling

• Receive, document, and manage customer complaints through calls, emails, and internal systems.
• Analyze customer issues, identify root causes, and provide appropriate resolutions within defined timelines.
• Ensure all complaints are handled professionally, empathetically, and in line with company policies.
• Escalate complex or unresolved issues to the concerned department or management when required.

Documentation & System Updates

• Accurately record complaint details, actions taken, and resolution status in CRM/software systems.
• Maintain updated complaint logs, tracking sheets, and customer records.
• Prepare basic reports on complaint trends, resolution timelines, and recurring issues.

Communication & Coordination

• Draft and respond to professional emails related to customer complaints and follow-ups.
• Coordinate with internal teams to ensure timely resolution of customer issues.
• Provide regular updates to customers regarding complaint status and closure.

Service Quality & Compliance

• Ensure adherence to service standards, complaint-handling procedures, and SOPs.
• Maintain confidentiality of customer data and company information.
• Support continuous improvement by sharing feedback and common complaint insights with management.

Experience & Skill Requirements

• Minimum 1 year of experience in customer complaints handling in a service-based or product-based organization.
• Strong computer proficiency, including:
• Sheet and data updates
• Software/CRM data management
• Professional email drafting and replies
• Good communication skills in English, both verbal and written.
• Ability to remain calm, patient, and solution-oriented while handling customer concerns.

Preferred Candidate

• Female candidates are preferred.

Workplace Standards

• Professional etiquette and respectful communication must be maintained at all times.
• Compliance with company policies related to customer service operations is mandatory.

Dress Code & Grooming

• Adherence to prescribed uniform and grooming standards is mandatory.
• Maintain a neat and professional appearance during working hours.

Benefits

• Paid sick leave
• Supportive work environment
• Work Location: In person

Job Type: Full-time

Pay: ₹15,009.55 - ₹17,154.03 per month

Benefits:

• Paid sick time

Work Location: In person