Customer Relation Executive

Location: Cochin, Kerala

Job Type: Full-time, Permanent

Experience: Minimum 1 year

Work Mode: In-person

Job SummaryWe are looking for a Customer Relation Executive to handle customer complaints, service-related concerns, and follow-ups. The role is focused on resolving customer issues professionally and efficiently while maintaining a high level of customer satisfaction.

The ideal candidate should have robust communication skills, good computer knowledge, CRM/software experience, and prior experience in complaint handling or customer service.

- Key ResponsibilitiesCustomer Complaint HandlingReceive and handle customer complaints through calls, emails, and internal systems.
- Understand customer concerns and provide appropriate solutions within defined timelines.
- Handle complaints professionally, patiently, and empathetically.
- Identify recurring issues and support root-cause analysis.
- Escalate complex or unresolved complaints to the concerned department or management.
- Follow up with customers until the issue is resolved and closed.
- Documentation & CRM ManagementAccurately record customer complaints, actions taken, and resolution status in CRM/software systems.
- Maintain updated complaint logs, customer records, and tracking sheets.
- Ensure all customer information and complaint details are properly documented.
- Prepare basic reports related to complaint trends, resolution timelines, and recurring issues.
- Communication & CoordinationDraft and respond to professional emails related to customer complaints and follow-ups.
- Coordinate with internal departments to ensure timely resolution of customer concerns.
- Keep customers informed about complaint status, expected timelines, and resolution.




- Maintain professional and respectful communication with customers at all times.
- Service Quality & ComplianceFollow company SOPs, customer service standards, and complaint-handling procedures.
- Maintain confidentiality of customer and company information.
- Share customer feedback and recurring complaint patterns with management.
- Support continuous improvement of customer service processes.
- RequirementsMinimum 1 year of experience in customer service, customer complaint handling, or a similar role.
- Experience in a service-based or product-based organization is preferred.
- Strong verbal and written communication skills.
- Good computer proficiency.
- Hands-on experience with CRM/software systems and data management.
- Good knowledge of MS Excel/Google Sheets and maintaining data records.
- Ability to draft professional emails and handle customer follow-ups.
- Strong problem-solving and coordination skills.
- Ability to remain calm, patient, and solution-oriented while handling customer concerns.
- Good attention to detail and documentation skills.
- Preferred CandidateFemale candidates are preferred.
- Candidates with prior experience in complaint handling, customer support, or service coordination will be preferred.
- Workplace StandardsMaintain professional etiquette and respectful communication at all times.
- Follow company policies and customer service procedures.
- Maintain confidentiality of customer and company information.
- Dress Code & GroomingAdherence to prescribed uniform and grooming standards is mandatory.
- Maintain a neat, clean, and professional appearance during working hours.
- BenefitsPaid sick leave
- Supportive work environment
- Professional work setting

Job Type: Full-time, Permanent

Work Location: In person

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