Customer Relationship Executive

Key Responsibilities:

• Receive and log customer complaints through multiple channels (email, phone, chat, social media, in-person, etc.).
• Investigate complaints by gathering relevant information, coordinating with internal teams, and reviewing supporting documents.
• Provide prompt, accurate, and empathetic responses to customers while ensuring a positive service experience.
• Analyze root causes of recurring complaints and recommend corrective actions to management.
• Ensure compliance with company policies, service level agreements (SLAs), and regulatory guidelines.
• Escalate complex or unresolved issues to senior team members or management when necessary.
• Maintain detailed records of complaints, resolutions, and follow-up actions in CRM systems.
• Prepare periodic reports on complaint trends, resolution timelines, and customer experience insights.
• Contribute to continuous improvement initiatives aimed at enhancing service quality and reducing complaint volume.
• Collaborate with cross-functional teams.

Job specifications:

• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• High level of empathy, patience, and customer-centric mindset.
• Good organizational and time-management skills.
• Proficiency in CRM tools, MS Office, and complaint-tracking systems.
• Knowledge of industry-specific regulations (if applicable).

Expirence:

• 12 years of experience in customer service, complaint resolution, or similar roles.

Qualification:

• Bachelor's degree in any discipline (Business, Communications, or related fields preferred).