Job Description – Customer Relationship Representative
Position: Customer Relationship Representative
Department: Customer Service / Sales
Location: New Delhi
Industry: Manufacturing / HVAC / Electrical / Appliances
Experience: 1–3 Years
Job Summary
We are looking for a Customer Relationship Representative to manage customer interactions, resolve queries, coordinate with internal teams, and ensure a high level of customer satisfaction. The ideal candidate should have excellent communication and follow-up skills.
Key Responsibilities
- Handle customer calls, emails, WhatsApp messages, and inquiries.
- Build and maintain strong relationships with existing customers.
- Understand customer requirements and provide appropriate solutions.
- Coordinate with Sales, Service, Dispatch, Warehouse, and Accounts teams for timely resolution of customer issues.
- Follow up on customer complaints, service requests, orders, and deliveries.
- Maintain accurate records of customer interactions and complaints.
- Regularly follow up with customers for feedback and satisfaction.
- Escalate unresolved issues to the concerned department or senior management.
- Support the sales team in customer follow-ups and lead management.
- Prepare daily/weekly reports related to customer queries, complaints, and follow-ups.
- Ensure timely communication with customers regarding order and service status.
Required Skills
- Excellent verbal and written communication skills.
- Good customer-handling and relationship-management skills.
- Strong follow-up and coordination abilities.
- Basic knowledge of MS Office/Excel and CRM software.
- Problem-solving and convincing skills.
- Ability to handle multiple customer queries efficiently.
- Professional and customer-focused attitude.
- Knowledge of HVAC, electrical, or home appliances will be an advantage.
Education
Graduate in any discipline preferred.
Key Performance Indicators (KPIs)
- Customer satisfaction and retention.
- Complaint resolution time.
- Customer follow-up and response time.
- Query resolution rate.
- Order/service coordination efficiency.
- Customer feedback and repeat business.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
