Customer Relations Executive

Job Description

REQUIREMENTS

• Minimum 2 years of experience in Customer Service Management or a similar role, with exposure to service quality improvement and complaint resolution.

• Bachelor’s degree in Commerce, Business Administration, Marketing, Communications, or a related field.

• Prior experience in Car Rental, Hospitality, Travel & Tours, Airlines, or other service-oriented industries is preferred.

• Strong customer-centric mindset with a proven ability to enhance customer satisfaction and service standards.

• Excellent written and verbal communication, interpersonal, and stakeholder management skills.

• Demonstrated experience in process improvement, service re-engineering, and problem-solving.

• Proven capability in people management, team leadership, and project coordination.

• Self-motivated leader with strong decision-making and organizational skills.

• Ability to effectively balance customer needs with business objectives and company policies.

RESPONSIBILITIES

• Generating sales leads from existing customers and forwarding them to the sales team.

• Addressing customer queries and complaints promptly, aiming to provide exceptional customer service and foster strong customer relationships.

.Swiftly escalating and resolving customer complaints.

• Maintaining records of contract renewals and proactively initiating renewals or offering new products before the contract term ends.

• Communicating client needs and requirements to the operations department as necessary.

• Implementing and managing a continuous referral program.

• Coordinating vehicle pick-up and drop-off arrangements for customers.

• Assisting in the organization of client promotional events.

• Handling payment collection and managing invoicing processes.

• Developing and implementing customer-centric processes and enhancements to enhance service usage.

• Cultivating and nurturing profitable relationships with all customers.

• Keeping customers informed about the resolution status of their concerns, complaints, and latest product offerings to boost sales.

• Compiling monthly customer service performance reports.

• Expanding the customer base through upselling and cross-selling initiatives.

• Promoting the use of CRM programs among all customers.

• Conducting competitor analysis and devising strategic plans accordingly.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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