Customer Relationship Executive ( Retail Industry )

Job Title: Customer Relationship Executive Retail Sector

Location: Chandigarh

Department: Customer Service

Reports to: Customer Relationship Manager

Position Summary:

The Customer Relationship Executive (CRE) will be responsible for building and maintaining strong relationships with retail customers to ensure high levels of customer satisfaction, loyalty, and repeat business.

The role involves understanding customer needs, resolving queries efficiently, managing post-sale engagement, and supporting the store or retail brand in delivering an excellent customer experience.

Key Responsibilities:

• Act as the first point of contact for customers, addressing inquiries, feedback, and complaints in a timely and professional manner.

• Develop a deep understanding of products, services, and store promotions to effectively assist and engage customers.

• Build long-term relationships with customers to encourage repeat purchases and enhance brand loyalty.

• Maintain customer records, purchase history, and communication logs using CRM tools or databases.

• Coordinate with sales, marketing, and service teams to ensure seamless customer experiences.

• Follow up with customer’s post-purchase to ensure satisfaction and identify opportunities for upselling or cross-selling.

• Analyse customer feedback and provide insights to improve service quality and operations.

• Assist in executing customer retention programs, loyalty initiatives, and in-store events.

• Handle escalations professionally and ensure prompt resolution.

• Support daily store operations and help meet customer satisfaction and sales targets.

Required Qualifications & Skills:

• Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related field.

• 1–3 years of experience in customer service, client relationship management, or retail operations (experience in the retail sector preferred).

• Excellent communication and interpersonal skills.

• Strong problem-solving and conflict-resolution abilities.

• Customer-focused attitude with a passion for delivering excellent service.

• Familiarity with CRM systems and MS Office tools.

• Ability to work flexible hours, including weekends and holidays if required.