This role is responsible for managing all customer communication and relationships across platforms, from queries and complaints to retention and engagement.

You will ensure that every customer interaction is handled thoughtfully, resolved completely and contributes to a better brand experience. This is a high-ownership, hands-on role and you will be actively responding to customers, managing CRM flows and ensuring no conversation is left incomplete.

Key Responsibilities
- ORM (Online Reputation Management)
- Manage and respond to customer queries, comments and DMs across social platforms
- Handle customer complaints, feedback and escalations with clarity and empathy
- Ensure timely and complete responses — no open loops or missed conversations
- Maintain a consistent brand tone of voice across all interactions
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CRM (Customer Relationship Management)
- Work on platforms like Contlo, Bitespeed, Sage Pilot (or similar)
- Set up and optimise automated journeys (welcome, abandoned cart, retention, reactivation)
- Coordinate with marketing for campaign messaging and targeting
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Customer Experience & Resolution
- Take full ownership of customer issues until closure
- Coordinate with internal teams (operations, warehouse, etc.) to resolve queries quickly
- Handle returns, exchanges and order-related concerns where required
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Reporting & Insights
- Track common customer concerns, feedback and complaints
- Share insights with the team to improve product, operations and communication
- Monitor basic CRM campaign performance and engagement

Must Have
- 2-4 years of experience in ORM/CRM or customer experience roles in a D2C brand
- Hands-on experience with CRM tools (Contlo, Bitespeed, Sage Pilot or similar)
- Strong written communication skills (explicit, empathetic and solution-oriented)
- Experience handling customer queries across social media and messaging platforms
- Ability to manage high volumes of conversations without missing details

Nice to Have
- Experience with S

📌 Customer Relations Executive (Khar)
🏢 AKJK SPORTS
📍 Khar