Customer Relations Executive – Footwear IndustryJob Title
Customer Relations Executive
Department
Customer Service / Customer Experience
Location \- Rajajinagar (Orion Mall)
Reports To
Customer Relations Manager / Store Manager
Job Summary
The Customer Relations Executive is responsible for maintaining strong relationships with customers, handling inquiries and complaints, ensuring customer satisfaction, and supporting sales growth through excellent service. The role involves coordinating with sales, retail, logistics, and production teams to provide a seamless customer experience in the footwear business.
Key ResponsibilitiesCustomer Service \& Relationship Management
- Respond to customer inquiries via phone, email, social media, and in\-person interactions.
- Build and maintain positive customer relationships.
- Resolve customer complaints and concerns promptly and professionally.
- Follow up with customers to ensure satisfaction and retention.
Order \& After\-Sales Support
- Track customer orders and provide delivery updates.
- Coordinate returns, exchanges, and warranty claims.
- Assist customers with product information, sizing, availability, and care instructions.
- Maintain accurate records of customer interactions.
Customer Feedback \& Reporting
- Collect and analyze customer feedback.
- Identify recurring issues and recommend improvements.
- Prepare customer service reports and performance metrics.
- Monitor customer satisfaction levels and service quality.
Sales Support
- Assist customers in selecting suitable footwear products.
- Promote new collections, offers, and loyalty programs.
- Support upselling and cross\-selling initiatives.
- Coordinate with retail stores and distributors regarding customer requirements.
Coordination
- Liaise with inventory, logistics, and sales teams to resolve customer concerns.
- Ensure timely communication regarding product availability and delivery schedules.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Retail Management, or a related field.
- 1–3 years of experience in customer service, customer relations, retail, or footwear/apparel industry.
- Freshers with strong communication skills may also be considered.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation.
- Problem\-solving and conflict\-resolution abilities.
- Proficiency in MS Office and CRM software.
- Good organizational and multitasking skills.
- Ability to work in a fast\-paced retail environment.
Preferred Experience
- Experience in footwear, fashion, apparel, retail, or consumer goods industry.
- Familiarity with e\-commerce customer support processes.
- Knowledge of customer relationship management (CRM) systems.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Customer Retention Rate
- Complaint Resolution Time
- First Response Time
- Repeat Customer Percentage
- Customer Feedback Ratings
Pay: ₹25,000\.00 \- ₹40,000\.00 per month
Benefits
- Health insurance
- Provident Fund
Work Location: In person