Join Bontrue as a Customer Relations Associate to provide exceptional service to homeowners, handling inquiries, complaints, and leads via phone, email, and social media. Requires 5+ years in customer relationship management.

About the Company

Bontrue is a premier provider of high-quality home furniture based in Hyderabad, India. We specialize in creating beautiful, functional living spaces for our customers by offering a curated selection of furniture that combines aesthetics with durability. At Bontrue, we don't just sell furniture; we build lasting relationships with our clients. Our commitment to delivering top-notch customer service ensures that every piece of furniture remains in perfect condition and every customer feels valued. We are a growing company focused on excellence, teamwork, and continuous improvement.

Role Overview

We are looking for an experienced Customer Relations Associate to join our Hyderabad team. In this full-time, in-person role, you will be the primary point of contact for our customers, handling inquiries, resolving complaints, and ensuring a seamless experience from inquiry to post-purchase support. You will work across multiple communication channels including phone, email, website chat, and social media, maintaining a positive and empathetic attitude. This role demands a detail-oriented professional with at least 5 years of direct customer relationship experience, fluency in English, Hindi, and Telugu, and a passion for helping homeowners create their dream spaces.

Key Responsibilities

• Answer all incoming customer calls promptly and professionally, addressing inquiries, resolving complaints, and providing accurate information about our furniture products.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Communicate with customers through various channels: email, phone, the Bontrue website, and social media leads shared via Google Sheets.
• Ensure social media and website leads are contacted and that all interactions are updated in the CRM tool or Google Sheet.
• Use positive and solution-oriented language while interacting with customers.
• Acknowledge and resolve customer complaints thoroughly; ensure no complaint remains open without resolution.
• Keep updated knowledge of existing and new products to handle all queries and complaints competently.
• Record details of customer interactions, transactions, inquiries, complaints, unresolved issues, and actions taken in the CRM system.
• Route leads to respective stores when a customer intends to visit; follow up to ensure the visit was satisfactory and update the CRM.
• Coordinate with the Store Administrator for home measurement visits, communicating schedules and visitor details to customers.
• Escalate critical complaints to the Manager when necessary.
• Arrange high-quality product images for customers upon request; if satisfactory images are unavailable, request your reporting manager to provide them.
• Ask for customer feedback after resolving issues to continuously improve service quality.
• Follow the company’s Frequently Asked Questions (FAQ) list and standard operating procedures (SOPs) to maintain consistency and quality.
• Ensure customer satisfaction and uphold quality standards in all interactions.

Tech Stack

• CRM Tool (unspecified, likely custom or lightweight platform)
• Google Sheets for lead tracking
• Phone system (VoIP or landline)
• Email client (Outlook, Gmail)
• Social media management tools (as needed)
• Basic computer skills: Microsoft Office, internet navigation, data entry

Minimum Graduation, 5 years in customer relationship, fluency in English, Hindi, and Telugu, strong communication and problem-solving skills.

Health insurance, Provident Fund