| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Entry level |
| Reports to | Relationship Manager |
| Direct reports | None |
| Experience | 1 to 3 years in customer relationship or service |
Customer Relationship Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Customer Relationship Executive
Department: Customer Support
Reports to: Relationship Manager
Location: [City], [office, branch or site]
About the role
A Customer Relationship Executive builds and keeps good relationships with a set of customers. They stay in touch proactively, resolve issues, gather feedback, and spot chances to retain and grow the relationship. Unlike a purely reactive agent, they reach out before problems grow. A good Customer Relationship Executive keeps their customers engaged and satisfied, resolves issues quickly, reduces churn through proactive contact, spots cross-sell and retention opportunities, and keeps clear records of every interaction and commitment.
Key responsibilities
- Stay in regular, proactive contact with the assigned set of customers.
- Resolve customer issues and coordinate help from other teams when needed.
- Gather customer feedback and pass insights to the relevant teams.
- Spot retention risks and act to keep the customer engaged.
- Identify cross-sell and upsell opportunities and pass them on or act on them.
- Onboard new customers and help them get started with the product or service.
- Follow up on commitments made to customers until they are met.
- Keep customer records, contacts and interaction history current in the system.
- Handle customer requests and small complaints end to end.
- Meet engagement, retention and satisfaction targets for the portfolio.
Requirements
- Graduate in any discipline
- Good communication and relationship skills
- Basic computer and CRM skills
- 1 to 3 years in customer relationship or service
KRAs and KPIs for a Customer Relationship Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Retention | Customer retention in the portfolio above the target |
| Engagement | Proactive contact completed for the portfolio each cycle |
| Satisfaction | Customer satisfaction on the portfolio above the target |
| Opportunities | Cross-sell and retention opportunities identified against the target |
| Record accuracy | Customer records and interactions kept current |
Skills and tools
Tools used day to day: CRM, Telephony, Email and WhatsApp Business, MS Excel, Knowledge base.
Reporting line and career path
Next roles: Relationship Manager, Customer Success Executive, Customer Support Team Leader
Interview questions for a Customer Relationship Executive
- How do you keep a customer engaged before problems arise?
- How do you spot a customer who might leave?
- How do you resolve an issue that needs another team's help?
- How do you spot a cross-sell opportunity without pushing?
- How do you keep track of many customer commitments?
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What does a Customer Relationship Executive do?
A Customer Relationship Executive builds and keeps good relationships with a set of customers. They stay in touch proactively, resolve issues, gather feedback, and spot chances to retain and grow the relationship. They onboard new customers, follow up on commitments, keep records current, and meet engagement, retention and satisfaction targets for their portfolio.
What is the difference between a Customer Relationship Executive and a Support Executive?
A Support Executive is mostly reactive, resolving queries when customers reach out. A Customer Relationship Executive is proactive, reaching out to keep customers engaged, reduce churn and spot opportunities. Support fixes problems as they come; the relationship role manages the ongoing customer relationship and works to retain and grow it.
What qualifications does a Customer Relationship Executive need?
A graduate degree with good communication and relationship skills is the usual base, along with basic computer and CRM skills. Employers value warmth, follow-up discipline, and the ability to spot retention risks and opportunities. Prior customer service or sales experience helps, and strong performers move into relationship manager or customer success roles.