Customer Relationship Executive

JOB DESCRIPTION | CUSTOMER RELATIONSHIP EXECUTIVE

Designation: Customer Relationship Executive

Department: Customer Experience / D2C

Location:Unit 14, Lunawat Group Campus, near Airport, Indore, Madhya Pradesh – 452005

ROLE SUMMARY

Kimirica is a luxury D2C brand offering premium Bath & Body, Skincare, Fragrances, Home Fragrance and Gifting products. The Customer Relationship Executive will be responsible for managing customer interactions across calls, WhatsApp, email and other D2C channels, ensuring timely query resolution and a seamless customer experience.

KEY RESPONSIBILITIES

• Handle customer queries related to orders, products, payments, delivery, returns, exchanges and other D2C concerns through calls, WhatsApp, email and other customer service channels.

• Assist customers with product information, recommendations and usage-related queries while maintaining Kimirica's premium brand experience.

• Track customer orders, coordinate with logistics and internal teams, and ensure timely resolution of delivery-related concerns.

• Manage complaints and escalations professionally, taking ownership until closure and ensuring a positive customer experience.

• Maintain accurate records of customer interactions, complaints, feedback and resolutions, and highlight recurring issues to relevant teams.

• Identify opportunities to improve customer satisfaction, repeat purchases and overall customer experience through effective relationship management.

KEY SKILLS & COMPETENCIES

• Excellent verbal and written communication skills.

• Strong customer service and relationship management skills.

• Good listening, problem-solving and interpersonal abilities.

• Customer-centric approach with attention to detail.

• Comfortable working with CRM, order management or customer support tools.

• Ability to manage multiple queries and work in a fast-paced D2C environment.

QUALIFICATIONS

• Graduate in any discipline.

• Prior experience in customer service, customer relationship management, D2C, e-commerce or a similar role will be preferred.

• Candidates with strong communication skills and a customer-first mindset are encouraged to apply.

• Proficiency in English is required.

• Willingness to work from the Indore office.