Customer Care Executive

Job Description (JD) – Customer Relationship Executive (CRE)

• *Company:** CBR Homes
• *Department:** Sales \& Customer Relationship
• *Designation:** Customer Relationship Executive (CRE)
• *Reporting To:** Sales Manager / General Manager

Job Summary

The Customer Relationship Executive (CRE) is responsible for handling customer enquiries, converting leads into appointments, maintaining strong client relationships, coordinating with internal departments, and ensuring an excellent customer experience throughout the construction or interior project lifecycle.

Key Responsibilities1\. Customer Enquiry Management

• Attend inbound calls, WhatsApp messages, emails, and website enquiries.
• Understand customer requirements and provide accurate information about company services.
• Register and update all enquiries in the CRM system.
• Ensure timely follow\-up with prospective customers.

2\. Appointment Coordination

• Schedule client meetings with architects, designers, and sales consultants.
• Confirm appointments and send reminders to customers.
• Coordinate online and in\-office consultations.

3\. Lead Follow\-up

• Follow up on all enquiries until closure.
• Maintain regular communication with potential clients.
• Re\-engage inactive leads and update lead status.

4\. Customer Relationship Management

• Build and maintain positive relationships with customers.
• Handle customer queries and provide timely resolutions.
• Ensure high customer satisfaction through professional communication.

5\. Sales Support

• Coordinate with the Sales Team for quotations and proposals.
• Assist in collecting required customer documents.
• Update customers regarding quotation status and project progress.

6\. Project Coordination

• Coordinate with the Design and Project Teams after project confirmation.
• Inform customers about meeting schedules, design approvals, and project milestones.
• Ensure smooth communication between customers and internal departments.

7\. Documentation

• Maintain customer records and project files.
• Prepare enquiry reports, follow\-up reports, and customer feedback reports.
• Ensure proper documentation of all customer communications.

8\. Reporting

• Daily enquiry report.
• Daily follow\-up report.
• Appointment report.
• Conversion report.
• Customer feedback report.
• Monthly sales support report.

Required Skills

• Excellent communication skills in **Malayalam and English** (Hindi is an added advantage).
• Strong interpersonal and customer service skills.
• Good telephone etiquette.
• Negotiation and persuasion skills.
• Time management and multitasking ability.
• Positive attitude and professional appearance.

Technical Skills

• MS Excel, Word, and Outlook.
• Google Workspace.
• CRM software (preferred).
• Basic knowledge of construction and interior services is an advantage.

Qualification

• Bachelor's Degree in any discipline.
• 1–3 years of experience in Customer Service, Telecalling, Sales Coordination, or Customer Relationship.
• Freshers with excellent communication skills may also apply.

Key Performance Indicators (KPIs)

• Number of enquiries handled.
• Lead response time.
• Appointment booking rate.
• Customer satisfaction score.
• Lead\-to\-sale conversion rate.
• Follow\-up completion percentage.
• Accuracy of CRM updates and documentation.

Preferred Industry Experience

• Construction
• Architecture
• Interior Design
• Real Estate
• Home Design \& Renovation

Pay: ₹15,000\.00 \- ₹18,000\.00 per month

Benefits

• Provident Fund

Work Location: In person