CRM Executive

We are looking for a highly driven and customer-centric CRM Executive to manage customer interactions and ensure exceptional customer experience across all touchpoints. The role requires strong ownership, problem-solving skills, and the ability to build lasting customer relationships while ensuring timely resolution of customer concerns. The ideal candidate should be proactive, detail-oriented, and capable of independently managing customer communication and continuously improving customer satisfaction.

The core responsibilities for the job include the following:

Customer Relationship and Customer Experience Management:

• Act as the single point of contact for customer interactions across channels, including calls, emails, WhatsApp, chat, and social media.
• Ensure quick, empathetic, and effective resolution of customer queries and complaints.
• Handle customer concerns related to: Product information, Order status and service-related queries, Returns and replacements, Refund-related concerns, and General customer grievances.
• Maintain a customer-first approach while balancing business objectives.
• Build long-term relationships with customers and enhance overall customer satisfaction.
• Identify recurring issues and implement measures to reduce repeat complaints.
• Monitor and improve customer satisfaction metrics (CSAT/NPS).

Process Improvement and Customer Success:

• Identify gaps and inefficiencies in customer handling processes.
• Develop and maintain SOPs for: Customer communication, Complaint handling, Issue escalation, and Service recovery processes.
• Recommend process improvements to enhance customer experience.
• Take complete ownership and accountability for CRM performance.

Query Resolution and Escalation Management:

• Ensure timely closure of customer complaints and escalations.
• Coordinate with internal departments for effective issue resolution.
• Maintain records of customer interactions and follow-up activities.
• Ensure adherence to service standards and response timelines.
• Escalate critical customer concerns to management whenever required.

Reporting and MIS:

• Prepare and share structured reports including: Daily, Weekly, and Monthly CRM reports; Customer complaint analysis; Customer feedback trends; Service quality metrics; and Customer satisfaction reports.
• Generate ad-hoc reports as required by management.
• Analyze customer concerns and provide actionable insights for continuous improvement.