1. JOB PURPOSE
The Customer Relationship Executive (CRE) is responsible for providing excellent customer service, handling customer enquiries and complaints, coordinating home-delivery orders, and ensuring that all customer orders are processed and delivered efficiently and on time.
2. KEY RESPONSIBILITIES
Customer Service
- Handle customer enquiries, requests, complaints, and feedback professionally.
- Maintain positive and professional communication with customers.
- Provide accurate information regarding products, orders, payments, and delivery status.
- Resolve customer issues promptly or escalate them to the concerned department.
Delivery Coordination
- Receive and verify customer delivery orders before processing.
- Coordinate with the packing, billing, and relevant departments to ensure orders are ready for dispatch.
- Assign delivery orders to delivery boys based on delivery location, priority, workload, and availability.
- Provide delivery boys with the necessary order and customer details.
- Monitor assigned deliveries and follow up on pending or delayed orders.
- Coordinate with delivery boys and customers until the delivery is successfully completed.
- Update delivery status accurately in the designated delivery/application system.
- Immediately report delivery delays, cancellations, customer complaints, or other issues to the supervisor.
Order & Record Management
- Maintain accurate records of delivery orders, customer complaints, pending deliveries, and completed deliveries.
- Ensure all customer and delivery information is entered correctly into the system.
- Prepare daily delivery/customer service reports when required.
- Maintain proper coordination with the Frontend, Backend, Billing, and Delivery teams.
3. PERFORMANCE RESPONSIBILITIES
- Ensure timely and accurate assignment of delivery orders.
- Minimize delivery delays and customer complaints.
- Maintain proper communication with delivery personnel.
- Ensure accurate order and delivery-status updates.
- Achieve high customer satisfaction through professional service.
- Complete all assigned daily tasks and reports within the required time.
GENERAL RESPONSIBILITIES
- Follow all company policies, SOPs, and workplace procedures.
- Maintain discipline, punctuality, and professional conduct.
- Protect customer and company information.
- Attend meetings and training sessions as required.
- Perform other duties assigned by the management related to customer service and delivery operations.
Pay: ₹15,000.00 - ₹18,000.00 per month
Work Location: In person
