CUSTOMER RELATIONS EXECUTIVE

Keka Inc.; Thrissur; On-site; INR 300,000 - 540,000; Full time

Job summary

Keka Inc. in Thrissur, Kerala, is seeking a customer service professional to handle queries via phone and email, maintaining high response times and customer care standards.

The ideal candidate will have a Bachelor's degree, 1–3 years in customer service, excellent verbal and written communication, and strong problem-solving and relationship-building abilities. Proficiency in Microsoft Office and CRM software is required, with ability to multitask and work under pressure.

Qualifications

• Bachelor's degree preferred in business-related field.
• 1–3 years experience in customer service or client relations; fresh graduates may apply.
• 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 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 all 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

Verbal communication

Written communication

Problem solving

Conflict resolution

Interpersonal skills

Time management

Multitasking

Organizational skills

CRM software

Microsoft Office

Education

Bachelor's degree in Business Administration/Marketing

Tools

CRM software

Microsoft Office

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.