Customer Relationship Executive

Role Description:

➢ Post-Installation Feedback

• Conduct customer feedback calls after installation of Whitelion home automation systems.

• Verify installation quality, system functionality, and customer understanding of product usage.

• Ensure customers are satisfied with the installation team and overall experience.

➢ Post-Service Feedback

• Take feedback after service visits/maintenance calls.

• Evaluate engineer performance, response time, and issue resolution quality.

• Capture customer concerns, recurring issues, or dissatisfaction.

➢ Customer Engagement

• Maintain professional and positive communication with customers.

• Guide customers on basic usage of smart home systems, if required.

• Build strong and long-term customer relationships.

➢ Complaint Handling & Escalation

• Identify service gaps and customer complaints.

• Escalate critical issues to technical or service teams.

• Ensure timely closure of issues with proper follow-ups.

➢ CRM & Data Management

• Record all customer interactions and feedback in CRM systems.

• Maintain accurate data on installation and service experience.

➢ Reporting & Insights

• Prepare daily/weekly reports on:

• Customer satisfaction (CSAT)

• Feedback trends

• Common service/product issues

• Suggest improvements to enhance installation and service quality.