Customer Relations Executive

Job Description – Customer Relations Executive (CRE)

Position: Customer Relations Executive (CRE)

Department: Customer Support / Customer Relations

Employment Type: Full-Time

Experience: 0–2 Years

Location: [Location]

Salary: As per company standards and candidate experience

Job OverviewWe are looking for a Customer Relations Executive (CRE) to handle incoming customer calls and provide professional and timely assistance. The candidate will be responsible for understanding customer concerns, providing basic information, coordinating with the concerned department, and ensuring proper resolution or follow-up.

The role requires excellent communication skills, patience, and the ability to handle customers professionally.

• Key ResponsibilitiesReceive and attend incoming customer calls professionally.
• Understand customer queries, requirements, and complaints.
• Provide accurate information regarding company products and services.
• Handle customer questions related to Biometric Attendance Systems, Access Control Systems, HRMS/Attendance Software, and related products.
• Record customer complaints and requirements properly.
• Coordinate with the Sales, Technical Support, Cloud, Dispatch, or other concerned departments for customer issues.
• Forward technical or sales-related queries to the appropriate team member.
• Follow up internally to ensure customer issues are addressed on time.
• Maintain proper records of customer calls, complaints, and resolutions.
• Update customer details and interaction history in Excel, CRM, or company software.
• Communicate with customers through phone, WhatsApp, or email whenever required.
• Maintain a polite, professional, and helpful attitude while dealing with customers.
• Escalate important or unresolved issues to the reporting senior/manager.
• Ensure that no customer query is ignored or left without proper action.
• Prepare daily/weekly reports regarding customer calls, complaints, and pending issues.
• Required SkillsExcellent communication and listening skills.
• Good customer-handling skills.
• Polite and professional telephone etiquette.
• Good Hindi and English communication.
• Tamil or another regional language will be an advantage.
• Basic knowledge of MS Excel and computer operations.
• Ability to understand customer problems and provide appropriate guidance.
• Good coordination and follow-up skills.
• Patience and a positive attitude while handling customers.
• Ability to work under pressure and handle multiple customer queries.