Key Responsibilities

- Customer Relationship Management
- Act as the single point of contact for customers throughout the service lifecycle.
- Build and maintain robust 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.
- Solid 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