Customer Relations Executive

**Role Overview:** The Customer Relations Executive will be responsible for enhancing customer satisfaction and loyalty through handling concerns of all customers with the objective of improving the organization’s overall customer satisfaction ratings. **Key Responsibilities:** * Generating sales leads from existing customers and forwarding them to the sales team. * Addressing customer queries and complaints promptly, aiming to provide exceptional customer service and foster strong customer relationships. Swiftly escalating and resolving customer complaints. * Maintaining records of contract renewals and proactively initiating renewals or offering new products before the contract term ends. * Communicating client needs and requirements to the operations department as necessary. * Implementing and managing a continuous referral program. * Coordinating vehicle pick\-up and drop\-off arrangements for customers. * Assisting in the organization of client promotional events. * Handling payment collection and managing invoicing processes. * Developing and implementing customer\-centric processes and enhancements to enhance service usage. * Cultivating and nurturing profitable relationships with all customers. * Keeping customers informed about the resolution status of their concerns, complaints, and latest product offerings to boost sales. * Compiling monthly customer service performance reports. * Expanding the customer base through upselling and cross\-selling initiatives. * Promoting the use of CRM programs among all customers. * Conducting competitor analysis and devising strategic plans accordingly. **Requirements:** * Strong focus on customer centricity and satisfaction. * Exceptional written and verbal communication abilities. * Proficiency in process improvement and re\-engineering. * Effective problem\-solving skills. * Capable in people management and team leadership. * Self\-motivated with strong leadership qualities. * Demonstrated aptitude in project and personnel management. * Excellent interpersonal skills. * Ability to effectively balance customer needs with company interests. **Qualifications and Experience** : * Bachelor's degree in Commerce/Business Administration, Marketing, or Communications. * Additional training in: * Customer Service is preferred. * Train the Trainer certification is desirable. * Previous experience in Car Rental, Hospitality (Hotels), Travel \& Tours, Airlines, or related service industries. * At least 2 years of experience in Customer Service Management, with a strong understanding of service standard improvement. * Proficient in customer experience management, complaint resolution, and service quality enhancement.