1. Relationship Management
2. Maintain regular contact with existing customers to ensure satisfaction and repeat business
3. Identify inactive or dormant customers and coordinate re-engagement calls
4. Build rapport with key accounts to strengthen long-term relationships
2. Proactive Feedback Calls
- Make calls to existing customers on a regular basis to understand their feedback and experience with our products/services
- Probe for any issues, dissatisfaction, or unmet expectations even if the customer hasn't raised a formal complaint
- Work out a suitable solution/resolution for any issue identified during the call, in coordination with the relevant department
- Record every feedback call and its outcome (issue raised, solution offered, resolution status) in the tracker for follow-up and future reference
3. Renewal & Future Order Tracking
- Monitor customer order history to identify upcoming/recurring orders and services due for renewal (e.g., AMC, FLS servicing, consumables replenishment)
- Maintain a renewal/due-date tracker and proactively call customers ahead of the due date to remind them
- Suggest and coordinate sending a company representative for on-site survey/inspection where applicable, ahead of renewal or based on customer need
- Update tracker with renewal status — reminded, survey scheduled, order confirmed, or declined (with reason)
4. Customer Query / Communication & Support
- Act as the first point of contact for customer queries via phone, email, and WhatsApp
- Resolve customer complaints promptly and escalate unresolved issues to the concerned department (sales, dispatch, accounts)
- Log and track customer queries in the query tracker; ensure timely closure
5. Documentation & Reporting
- Maintain updated customer records (contact details, order history, preferences, renewal dates)
- 6. Complaint & Grievance Handling
- Record customer complaints with proper categorization (product, delivery, billing, service, etc.)
- Track complaint resolution timelines and ensure closure within committed SLA
- Maintain a complaint register/tracker for recurring issue analysis
7. Customer Retention & Satisfaction
- Conduct periodic customer satisfaction check-ins
- Gather and report customer feedback/testimonials
- Support customer loyalty and renewal-driven retention initiatives as directed by management
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
