Relationship Manager

Key Responsibilities • Customer Relationship Management • Act as the single point of contact for customers throughout the service lifecycle. • Build and maintain strong 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.