Job Summary The Customer Relationship Executive (CRE) is responsible for managing customer communication, handling lead follow-ups, maintaining CRM records, supporting sales conversions, and ensuring excellent customer service standards. The role requires strong communication skills, customer relationship management, coordination abilities, and disciplined follow-up practices to support organizational growth and customer satisfaction.

Key Duties & Responsibilities

- Customer Calling & Enquiry Handling

Complete assigned daily outbound and inbound call targets.

Handle customer enquiries through calls, WhatsApp, emails, and walk-ins professionally.

Ensure all customer interactions follow company communication standards.

Respond to customer enquiries within the defined turnaround time (TAT).

- Follow-up & Lead Management

Follow up with all assigned leads as per scheduled timelines.

Maintain daily follow-up tracking within the CRM system.

Reconnect with inactive or dormant leads periodically.

Ensure proper lead nurturing for hot, warm, and cold leads.

- Sales Support & Lead Conversion

Understand customer requirements clearly before presenting solutions.

Explain products and services effectively to customers.

Address customer objections professionally and support lead conversion.

Achieve assigned monthly sales and conversion targets.

- CRM Management & Reporting

Update customer interactions, remarks, and lead status in CRM on the same day.

Maintain accurate and updated customer records.

Submit daily activity reports and pipeline updates to management.

Ensure zero incomplete or incorrect CRM entries.

- Customer Relationship Management

Build and maintain strong customer relationships.

Handle customer concerns and complaints professionally.

Ensure customer satisfaction through timely communication and support.

Encourage repeat business and customer referrals.

- Coordination & Team Support





Coordinate with internal departments for smooth customer onboarding and service delivery.

Share customer feedback and market insights with management.

Participate in meetings, reviews, and training programs.

Support overall departmental and organizational goals.

KPI Indicators & Expected Performance Standards

- KPI Indicator
- Expected Performance Standard
- Daily Calls Completed
- 100% achievement of assigned call target
- Follow-up Adherence
- Zero missed follow-ups beyond defined TAT
- Lead-to-Conversion Ratio
- Achievement as per monthly benchmark
- Monthly Sales / Revenue Target
- 100% target achievement
- CRM Update Compliance
- 100% same-day CRM updates
- Call Quality Audit Score
- Pass all quality assessment parameters
- Customer Complaint Resolution
- Resolution within defined TAT
- Customer Response Time
- Timely response to all customer enquiries
- Attendance & Discipline
- Consistent punctuality and professionalism
- Team Coordination Efficiency
- Smooth coordination with internal teams
- Daily Work Discipline Expectations
- Review pending follow-ups and lead assignments at the beginning of the day.
- Plan daily calling schedules effectively.
- Stay updated on company products, pricing, offers, and process changes.
- Attend all meetings, reviews, and training sessions.
- Maintain qualified communication standards in every customer interaction.
- Complete CRM updates and next-day follow-up planning before the end of shift.

Non-Negotiable Standards

- No missed or delayed follow-ups without valid approval.
- No fake, incorrect, or incomplete CRM entries.
- No unprofessional behaviour with customers or team members.
- Strict confidentiality of customer and company information.
- Consistent accountability toward targets and responsibilities.

Growth Opportunity

Consistent performers will have opportunities for career advancement, incentive benefits, leadership responsibilities, and internal growth within the organization.

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Senior Customer Relationship Executive (Kochi)
🏢 Factor Human Resources
📍 Kochi