Customer Relations Executive

Customer Relation Executive

Location: Cochin, Kerala

Job Type: Full-time, Permanent

Experience: Minimum 1 year

Work Mode: In-person

Job SummaryWe are looking for a Customer Relation Executive to handle customer complaints, service-related concerns, and follow-ups. The role is focused on resolving customer issues professionally and efficiently while maintaining a high level of customer satisfaction.

The ideal candidate should have strong communication skills, good computer knowledge, CRM/software experience, and prior experience in complaint handling or customer service.

• Key ResponsibilitiesCustomer Complaint HandlingReceive and handle customer complaints through calls, emails, and internal systems.
• Understand customer concerns and provide appropriate solutions within defined timelines.
• Handle complaints professionally, patiently, and empathetically.
• Identify recurring issues and support root-cause analysis.
• Escalate complex or unresolved complaints to the concerned department or management.
• Follow up with customers until the issue is resolved and closed.
• Documentation & CRM ManagementAccurately record customer complaints, actions taken, and resolution status in CRM/software systems.
• Maintain updated complaint logs, customer records, and tracking sheets.
• Ensure all customer information and complaint details are properly documented.
• Prepare basic reports related to complaint trends, resolution timelines, and recurring issues.
• Communication & CoordinationDraft and respond to professional emails related to customer complaints and follow-ups.
• Coordinate with internal departments to ensure timely resolution of customer concerns.
• Keep customers informed about complaint status, expected timelines, and resolution.
• Maintain professional and respectful communication with customers at all times.
• Service Quality & ComplianceFollow company SOPs, customer service standards, and complaint-handling procedures.
• Maintain confidentiality of customer and company information.
• Share customer feedback and recurring complaint patterns with management.
• Support continuous improvement of customer service processes.
• RequirementsMinimum 1 year of experience in customer service, customer complaint handling, or a similar role.
• Experience in a service-based or product-based organization is preferred.
• Strong verbal and written communication skills.
• Good computer proficiency.
• Hands-on experience with CRM/software systems and data management.
• Good knowledge of MS Excel/Google Sheets and maintaining data records.
• Ability to draft professional emails and handle customer follow-ups.
• Strong problem-solving and coordination skills.
• Ability to remain calm, patient, and solution-oriented while handling customer concerns.
• Good attention to detail and documentation skills.
• Preferred CandidateFemale candidates are preferred.
• Candidates with prior experience in complaint handling, customer support, or service coordination will be preferred.
• Workplace StandardsMaintain professional etiquette and respectful communication at all times.
• Follow company policies and customer service procedures.
• Maintain confidentiality of customer and company information.
• Dress Code & GroomingAdherence to prescribed uniform and grooming standards is mandatory.
• Maintain a neat, clean, and professional appearance during working hours.
• BenefitsPaid sick leave
• Supportive work environment
• Professional work environment

Job Type: Full-time, Permanent

Work Location: In person