Customer Relationship Executive

Customer Relationship Management 

• Act as the primary point of contact for customers, addressing inquiries, service requests, and concerns in a timely and professional manner. 
• Develop and maintain strong relationships with customers, ensuring satisfaction and alignment with contractual obligations. 
• Proactively communicate with customers regarding service updates, issue resolutions, and process improvements. 
• Escalate complex customer concerns to the appropriate internal teams while ensuring follow-up and resolution. 

Contract & SLA Management 

• Interpret and apply customer contracts to ensure service delivery aligns with agreed terms and conditions. 
• Monitor and enforce SLA commitments, proactively addressing potential risks to prevent service breaches. 
• Work closely with internal teams to ensure contractually obligated services are delivered accurately and efficiently. 
• Support contract renewal discussions by providing insights on customer needs and service performance. 

Service Request Coordination & Implementation 

• Receive, assess, and document customer service requests, ensuring proper validation and alignment with contractual obligations. 
• Coordinate with Service Center, Operations, and IT teams to implement customer-driven changes efficiently. 
• Track service requests from initiation to completion, ensuring timely execution and customer satisfaction. 
• Provide customers with status updates and proactively manage expectations. 

Issue Resolution & Escalation Management 

• Identify and resolve customer issues by coordinating with internal teams and leveraging available resources. 
• Monitor critical service issues, ensuring timely escalation and resolution to minimize customer impact. 
• Maintain a detailed record of reported issues and resolutions for continuous improvement. 

Reporting & Performance Tracking 

• Generate and deliver customer reports, ensuring accuracy and alignment with reporting requirements. 
• Track service performance metrics, analyzing trends to recommend improvements in customer experience. 
• Maintain detailed records of interactions, service requests, and escalations to support internal reporting and audits. 

Process Improvement & Collaboration 

• Work closely with internal teams to identify process improvements that enhance the customer experience. 
• Contribute to internal projects aimed at optimizing service delivery and operational efficiency. 
• Share customer feedback with internal teams to drive enhancements in products and services.