About the role
The Customer Relationship Executive owns the customer relationship lifecycle at Kaze Living from first enquiry to repeat order. The role sits at the intersection of inside sales and customer support: converting warm leads, resolving queries, coordinating with operations, and ensuring every Kaze Living customer feels personally taken care of. You are the voice of the brand on calls, WhatsApp, chat, and email, working closely with the marketing, operations, and founder's office.
Responsibilities:
- Manage inbound and outbound customer communication across calls, WhatsApp, email, and chat.
- Convert warm leads and inquiries into paying customers through structured follow-ups and consultative selling. Handle UHNI and HNI customers with the discretion, warmth, and polish the brand demands.
- Maintain accurate lead, customer, and order data in the CRM; track pipeline, follow-ups, and closures.
- Coordinate with operations and dispatch teams to ensure smooth onboarding, on-time delivery, and order accuracy.
- Resolve customer queries, complaints, replacements, and refund requests with urgency and ownership.
- Onboard, engage, and retain Kaze Privilege Club members and upcoming membership customers.
- Surface customer feedback, recurring issues, and demand signals to the marketing and category teams.