Key Responsibilities

• Customer Relationship Management

• Act as the single point of contact for customers throughout the service lifecycle.

• Build and maintain solid customer relationships through timely and professional communication.

• Deliver a premium customer experience at every interaction.

• Order Updates & Communication

• Provide proactive updates on order status via calls, WhatsApp, emails, and other communication channels.

• Ensure customers are informed about service timelines, delays, approvals, and delivery schedules.

• Maintain accurate communication records in the CRM/order management system.

• Grievance & Escalation Management

• Handle customer complaints, concerns, and escalations with empathy and professionalism.

• Coordinate with Operations, Workshop, Logistics, and Store teams to ensure timely resolution.

• Follow up until complete customer satisfaction is achieved. • Rework Management

• Manage all customer rework requests from initiation to closure.

• Coordinate with internal teams to ensure quality standards and turnaround times are met.

• Keep customers updated throughout the rework process.

• End-to-End Customer Handling

• Own the complete customer journey from order booking to final delivery.

• Ensure service commitments and SLAs are consistently met.





• Identify opportunities to exceed customer expectations.

• Customer Support

• Respond promptly to customer inquiries across multiple channels.

• Assist customers with pricing, service information, order tracking, pickup/delivery queries, and postservice support.

• Escalate complex issues when necessary while maintaining ownership. • Reviews & Feedback Management

• Proactively collect customer reviews after service completion.

• Encourage positive ratings on Google and other review platforms.

• Gather detailed customer feedback and share actionable insights with relevant teams.

• Track customer satisfaction metrics such as NPS, CSAT, and feedback completion rates.

Required Skills

• Excellent verbal and written communication skills (English & Hindi).

• Strong customer handling and conflict resolution abilities.

• High emotional intelligence and empathy.

• Ability to multitask and manage multiple customer conversations simultaneously.

• Strong coordination and follow-up skills.

• Problem-solving mindset with attention to detail.

• Proficiency in Microsoft Excel, Google Sheets, and CRM tools.

Experience with WhatsApp Business, customer support platforms, or ticketing systems is preferred.

📌 Relationship Manager (New Delhi)
🏢 One24 Services
📍 New Delhi