Customer Relationship Executive

Company: KIMIRICA Lifestyle Private Limited

Location: Indore

Department: Customer Experience / Customer Relationship Management

Employment Type: Full-Time

ROLE SUMMARY

KIMIRICA is a luxury D2C lifestyle and self-care brand offering products across fragrance, skincare, personal care, bath & body, home fragrance and gifting.

We are looking for a Customer Relationship Executive to manage customer interactions across our D2C channels and ensure a seamless, personalised and premium customer experience.

The role will involve handling customer queries, resolving concerns, coordinating with internal teams, supporting orders and returns, and maintaining strong customer relationships.

KEY RESPONSIBILITIES

- Handle customer queries through phone, email, WhatsApp, social media and other communication channels.
- Assist customers with queries related to products, orders, payments, shipping, delivery, returns, exchanges and refunds.
- Understand customer requirements and provide appropriate product information and recommendations.
- Resolve customer complaints and concerns in a timely and professional manner.
- Coordinate with E-commerce, Warehouse, Logistics, Finance and other internal teams for issue resolution.
- Follow up on pending orders, delayed deliveries, returns, refunds and other customer requests.
- Maintain accurate records of customer interactions, complaints, resolutions and follow-ups.
- Ensure timely closure of customer queries in accordance with defined response and resolution timelines.
- Collect and document customer feedback and highlight recurring issues to the relevant teams.
- Support customer retention and engagement initiatives through personalised customer communication.




- Maintain a strong understanding of KIMIRICA's products, brand proposition, policies and customer service processes.
- Ensure all customer interactions reflect the premium service standards of a luxury brand.
- Prepare basic customer service reports and maintain relevant MIS as required.
- Escalate unresolved or critical customer issues to the appropriate team or manager.

KEY SKILLS & COMPETENCIES
- Excellent verbal and written communication skills.
- Strong customer service and relationship management skills.
- Customer-focused approach with good listening and problem-solving abilities.
- Strong follow-up and coordination skills.
- Ability to handle customer complaints professionally and patiently.
- Good attention to detail and documentation skills.
- Ability to manage multiple customer queries and priorities simultaneously.
- Basic proficiency in MS Excel and Google Sheets.
- Familiarity with CRM, customer support or e-commerce platforms will be an advantage.
- Professional communication skills with a strong understanding of customer experience.

QUALIFICATIONS
- Bachelor's degree in any discipline.
- Prior experience in Customer Relationship Management, Customer Support, Customer Experience, E-commerce or a related function will be preferred.
- Experience with a D2C, e-commerce, beauty, skincare, fragrance, lifestyle or luxury brand will be an advantage.

WHAT WE ARE LOOKING FOR A customer-focused skilled who is proactive, well-organised, empathetic and solution-oriented, with the ability to represent KIMIRICA professionally across every customer interaction. Apply now to be a part of KIMIRICA's Customer Experience team.

Pay: ₹23,000.00 - ₹35,000.00 per month

Benefits

- Health insurance
- Life insurance
- Provident Fund

Work Location: In person

📌 Customer Relationship Executive (Indore)
🏢 Kimirica Lifestyle Private
📍 Indore