About the role
We are looking for a proactive and customer-focused CRM Associate to join the CRM team. The ideal candidate will handle customer queries and escalations across email and phone, ensuring timely and effective resolution. This role requires excellent communication skills, strong task management, and the ability to collaborate with internal and external stakeholders to meet defined turnaround times (TAT).
Key Responsibilities
Customer Support & Communication
Handle customer queries, complaints, and escalations through email and outbound/inbound calls.
Ensure all customer interactions are clear, professional, and aligned with company communication standards.
Provide timely updates to customers on the status of their issues until closure.
Issue Resolution & Coordination
Coordinate with internal teams such as Service, Operations, Technical Support, and Logistics to resolve customer issues within defined TAT.
Work with external partners/vendors when required to expedite solutions.
Track and follow up on all open tickets to ensure prompt resolution.
CRM System Management
Log, update, and monitor customer queries in the CRM system.
Maintain accurate case records and documentation for audit and internal review.
Identify recurring issues and highlight them to the CRM leadership for process improvement.
Quality & Process Adherence
Adhere to standard operating procedures (SOPs) for query handling and escalation management.
Ensure SLAs and TATs are consistently met.
Support in preparing reports, dashboards, and insights related to customer interactions.
RequirementsExperience
0–2 years of experience in customer support, CRM, or service coordination roles.
Freshers with excellent communication skills are encouraged to apply.
Skills & Competencies
Strong verbal and written communication skills (English + regional languages preferred).
Good task management and follow-up discipline.
Problem-solving mindset with attention to detail.