Customer Relation Executive

Industry Other
Category Customer Service
Location Kathmandu, Nepal
Expiry date Mar 15, 2026 (5 days left)

Job Description

Role Overview

The combined role of CRE & CRM focuses on end-to-end customer relationship management, from handling enquiries and supporting sales conversions to maintaining databases, tracking performance, coordinating marketing activities, and reviving lost customers. This role ensures a seamless customer experience across Experience Centers while strengthening lead conversion and retention.

Key Responsibilities

Customer Handling & Frontline Support (CRE Function)
Attend walk-in customers and handle inbound/outbound enquiries
Explain product details, offers, and ownership benefits
Schedule and coordinate test rides
Support booking, delivery coordination, and documentation
Ensure smooth customer experience at showroom level
Collect customer feedback and address basic concerns
CRM Management & Data Handling
Maintain and update complete lead and customer database in the CRM system
Track the entire sales funnel (Enquiry â†’ Test Ride â†’ Booking â†’ Delivery)
Maintain accurate daily follow-up records and customer interactions
Generate daily, weekly, and monthly performance reports
Sales Support
Coordinate with sales teams for lead allocation and follow-ups
Monitor pending enquiries and ensure timely engagement
Support in improving conversion ratios through consistent follow-ups
Marketing Coordination
Support local campaigns, promotional events, and showroom activities
Manage customer databases for SMS, WhatsApp, and email campaigns
Share updates on offers, finance options, exchange schemes, and new launches
Tracking Lost Customers
Identify inactive leads (no response, test ride done but no purchase, cancelled bookings, and cold prospects)
Record and analyze reasons for lost opportunities
Maintain a structured list of pending and dropped leads
Reviving Lost Customers
Reconnect through calls, messages, and reminders
Invite previous prospects again for test rides or showroom visits
Share new offers, schemes, and product updates to rebuild interest
Provide personalized follow-ups to improve reconversion chances