CUSTOMER RELATIONS EXECUTIVE

Irish Expert; Thrissur; On-site; INR 260,000 - 380,000; Full time

Job summary

Irish Expert is seeking a Customer Service professional to manage customer inquiries by phone and email while maintaining SLA timelines. You will register grievances, escalate when needed, and track resolutions with meticulous record-keeping.

Strong communication and problem-solving skills are essential, along with CRM and Office software proficiency. Ideal candidates will have 1–3 years in customer service, a related degree, and the ability to multitask in a fast-paced environment, ensuring

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or related field preferred.
• 1–3 years of experience in customer service or customer relations; fresh graduates may be considered.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good interpersonal and relationship-building skills.
• Proficiency with Microsoft Office and CRM software is preferred.

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 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

Excellent verbal and written comms

Strong problem-solving abilities

Good interpersonal skills

Ability to multitask

Strong organizational skills

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

Microsoft Office

CRM software

Job description

Key Responsibilities

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

Required Skills Qualifications

• Bachelors 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.

Key Competencies

• Customer-focused attitude
• Communication and active listening
• Teamwork and collaboration
• Patience and empathy
• Attention to detail
• Adaptability and professionalism