Customer Relationship Executive

the Sleep Company; Zirakpur; On-site; INR 350,000 - 520,000; Full time

Job summary

The Sleep Company is seeking an experienced Customer Relationship Executive to lead the support team, respond to customer inquiries, and uphold high service standards at our Zirakpur site.

The role requires strong leadership, a passion for service excellence, and the ability to drive continuous improvement in a fast-paced environment. You will work onsite with cross-functional collaboration to enhance customer satisfaction.

Qualifications

• Experience leading a customer support team.
• Strong communication and interpersonal skills.
• Proactive problem-solving and conflict resolution.
• Willingness to visit client sites as needed.

Responsibilities

• Visit client sites to explain features of Elite Mattresses and gather client feedback, with no targets.
• Develop and implement customer service policies, procedures, and standards.
• Monitor team performance using KPIs and provide coaching.
• Handle escalated customer issues with a resolution focus.
• Collaborate with internal departments (sales, product, logistics) to resolve concerns.
• Conduct regular training sessions to improve team skills and knowledge.
• Analyze customer feedback and trends to identify improvements.
• Prepare reports on customer service performance and satisfaction.
• Manage customer service tools and platforms for optimal use.
• Stay updated with industry trends and best practices.

Skills

Leadership

Customer service

Communication

Team management

Job description

Role Job Summary:

We are seeking an experienced and customer-focused Customer Relationship Executive to lead our support team and ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The ideal candidate will have strong leadership skills, a passion for service excellence, and the ability to drive continuous improvement in a fast-paced environment.

Location - Zirakpur, Punjab

Key Responsibilities:

• Candidate need to visit Client Site explain them the Features of our Elite Mattresses product take feedback of clients understand their Experience no targets involved.
• Develop and implement customer service policies, procedures, and standards to enhance the customer experience.
• Monitor team performance through KPIs and metrics, providing regular feedback and coaching.
• Handle escalated customer issues with professionalism and resolution focus.
• Collaborate with internal departments (sales, product, logistics, etc.) to resolve customer concerns and improve service delivery.
• Conduct regular training sessions to improve team skills and knowledge.
• Analyze customer feedback and trends to identify opportunities for improvement.
• Prepare and present reports on customer service performance and customer satisfaction.
• Manage customer service tools and platforms, ensuring optimal usage.
• Stay up-to‑date with industry trends and best practices.& responsibilities