CUSTOMER RELATIONS EXECUTIVE

IRISH EXPERT LLP; Thrissur; On-site; INR 350,000 - 500,000; Full time

Job summary

Keka Technologies Private Limited is seeking a customer service professional to handle queries by phone and email, and ensure rapid resolutions within SLA timelines. You will register all grievances and monitor progress to timely closure, while maintaining high customer satisfaction.

The role requires 1–3 years in customer service or related fields, excellent communication, and strong organizational skills. A degree in business or marketing is preferred.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 1–3 years of experience in customer service or customer relations (entry-level roles may accept fresh graduates).
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good interpersonal and relationship-building skills.
• Proficiency in Microsoft Office and CRM software.
• Ability to multitask and work under pressure.
• Strong organizational and time management skills.

Responsibilities

• Handle customer queries through phone and email, ensuring 95%+ of queries are responded to within the defined service timeframe.
• Acknowledge and register 100% of customer grievances, with complaints resolved or escalated within the SLA/TAT.
• Maintain a first-response time for emails and customer complaints.
• Follow up on open issues and achieve 90%+ on-time grievance resolution within the committed timeline.
• Maintain accurate records of 100% of customer interactions, complaints, feedback, and resolutions.
• Maintain a minimum 90% customer satisfaction score through professional communication and effective issue resolution.
• Escalate critical or unresolved issues and ensure timely follow-up until closure.

Skills

Communication skills

Problem-solving

Interpersonal skills

Multitasking

Time management

Organizational skills

Education

Bachelor's degree in Business Administration/Marketing/related field

Tools

Microsoft Office

CRM software

Job description

• Handle customer queries through phone and email, ensuring 95%+ of queries are responded to within the defined service timeframe.
• Acknowledge and register 100% of customer grievances, with complaints resolved or escalated within the agreed SLA/TAT.
• Maintain a first-response time for emails and customer complaints.
• Follow up on open issues and achieve 90%+ on-time grievance resolution within the committed timeline.
• Maintain accurate records of 100% of customer interactions, complaints, feedback, and resolutions.
• Maintain a minimum 90% customer satisfaction score through professional communication and effective issue resolution.
• Escalate critical or unresolved issues and ensure timely follow-up until closure.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
• 1–3 years of experience in customer service or customer relations (entry-level roles may accept fresh graduates).
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good interpersonal and relationship-building skills.
• Proficiency in Microsoft Office and CRM software.
• Ability to multitask and work under pressure.
• Strong organizational and time management skills.