Customer Relationship Executive - Service

Whitelion; Surat; On-site; INR 300,000 - 420,000; Full time

Job summary

Whitelion is seeking a Customer Relationship Executive for our Surat office to manage customer feedback after installation and service activities. You will ensure customer satisfaction, follow up proactively, and strengthen relationships through effective issue resolution.

Responsibilities include post-installation and post-service feedback, evaluating technician performance, CRM data management, and reporting on CSAT and feedback trends.

Qualifications

• Graduation or equivalent education.
• 0–3 years of experience preferred.
• Excellent communication in Hindi and English.
• Regional language helpful; IoT/home automation knowledge is a plus.

Responsibilities

• Post-installation feedback calls and verify installation quality.
• Post-service feedback and evaluate engineer performance.
• Maintain professional communication and guide basic usage of smart home systems.
• Identify complaints, escalate to technical teams, and ensure timely closure.
• Record all interactions in CRM and maintain accurate service data.
• Prepare CSAT and feedback trend reports with insights for improvements.

Skills

Excellent communication

Bilingual English/Hindi

CRM knowledge

MS Excel knowledge

Problem-solving

Customer service mindset

Follow-up coordination

IoT/Home Automation familiarity

Education

Graduation or equivalent

Tools

CRM software

MS Excel

Job description

Job Title: Customer Relationship Executive

Function: After-Sales Service

Reporting To: Customer Service Manager

Base Location: Surat HO

Work Mode: In Office (Surat HO)

Education: Graduation or Similar Education

Experience: 0 to 3 Years

No. of Vacancies: 01

Role Overview

The Customer Relationship Executive (CRE) is responsible for managing customer feedback after installation and service activities. The role focuses on ensuring customer satisfaction, identifying improvement areas, and strengthening customer relationships through proactive follow-ups and issue resolution.

Key Responsibilities

1. Post-Installation Feedback

• Conduct customer feedback calls after installation of Whitelion home automation systems.
• Verify installation quality, system functionality, and customer understanding of product usage.
• Ensure customers are satisfied with the installation team and overall experience.

2. Post-Service Feedback

• Take feedback after service visits and maintenance calls.
• Evaluate engineer performance, response time, and issue resolution quality.
• Capture customer concerns, recurring issues, or dissatisfaction.

3. Customer Engagement

• Maintain professional and positive communication with customers.
• Guide customers on basic usage of smart home systems, if required.
• Build strong and long-term customer relationships.

4. Complaint Handling & Escalation

• Identify service gaps and customer complaints.
• Escalate critical issues to technical or service teams.
• Ensure timely closure of issues with proper follow-ups.

5. CRM & Data Management

• Record all customer interactions and feedback in CRM systems.
• Maintain accurate data on installation and service experience.

6. Reporting & Insights

Prepare daily/weekly reports on:

• Customer Satisfaction (CSAT)
• Feedback trends
• Common service/product issues
• Suggest improvements to enhance installation and service quality.

Required Skills, Knowledge & Attitude

• Excellent communication skills (Hindi & English; regional language preferred)
• Strong listening and problem-solving ability
• Customer-first mindset with empathy
• Basic understanding of IoT / Home Automation Systems preferred
• CRM and MS Excel knowledge
• Good follow-up and coordination skills