Customer Relation Executive

Overview

A customer-centric Customer Relations Executive responsible for enhancing customer satisfaction and loyalty through proactive relationship management, retention, and complaint resolution. This role plays a key part in driving customer lifetime value — by generating leads from the existing customer base, securing contract renewals, and resolving concerns swiftly — with the goal of improving the organization's overall customer satisfaction ratings. Key Responsibilties: Retention & Renewal Management Maintain records of contract renewals and proactively initiate renewals or offer new products before the contract term ends. Cultivate and nurture profitable, long-term relationships with all customers to drive retention. Keep customers informed about the resolution status of their concerns, complaints, and the latest product offerings to support continued engagement and sales. Lead Generation & Revenue Growth Generate sales leads from existing customers and forward qualified leads to the sales team. Expand the customer base through upselling and cross-selling initiatives. Implement and manage a continuous referral program to drive new business through existing customers. Conduct competitor analysis and devise strategic plans to strengthen retention and lead generation efforts. Customer Service & Complaint Resolution Address customer queries and complaints promptly, providing exceptional service and swiftly escalating and resolving issues as needed. Communicate client needs and requirements to the Operations department as necessary. Coordinate vehicle pick-up and drop-off arrangements for customers. Handle payment collection and manage invoicing processes related to customer accounts. Process Improvement & Reporting Develop and implement customer-centric processes and enhancements to improve service usage and experience. Promote the use of CRM programs among all customers. Assist in organizing client promotional events. Compile monthly customer service performance reports.

Qualifications

• Bachelor's degree in Commerce/Business Administration, Marketing, or Communications
• At least 2 years of experience in customer service, customer relationship management, or account retention, with a strong understanding of service standard improvement
• Previous experience in Car Rental, Hospitality, Travel & Tours, Airlines, or related service industries preferred
• Strong customer-centricity with proven ability to manage complaint resolution and service quality enhancement
• Demonstrated experience in lead generation, upselling, or cross-selling within a customer-facing role
• Exceptional written and verbal communication and interpersonal skills
• Effective problem-solving skills, with the ability to balance customer needs against company interests
• Proficiency in process improvement, CRM tools, and reporting
• Employment Type Full-time