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 skilled 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).
Robust 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 (India)
🏢 One24 Services
📍 India