Customer Relationship Manager (CRM) (India)

Customer Relationship Manager (CRM) (India)

Female candidates are preferred

The CRM’s success is measured by their ability to build trust, close the feedback loop, and drive action.

1. Proactive Relationship Building

· Call every student & parent once a week (even if there are no complaints) to check on well-being, academic progress, and satisfaction.

· Ask structured questions (test marks received on time, doubt resolution, access to assignments, specific subject challenges).

· Build a mentor-like bond with students; be their “buddy” and caretaker.

2. Strong & Relentless Follow-Up

· No concern is allowed to “slip through the cracks.”

· Follow up with teachers, directors, MD, or other staff daily until resolution is confirmed.





· Never let a concern get forgotten — escalate when needed.

3. Complete Documentation & Traceability

· Immediately log every concern received (via call, WhatsApp, email) into an Excel sheet / Google Form.

· Assign a Service Number to each concern for easy tracking.

· Record the issue, proposed solution, resolution status, and timeline.

· Maintain a 100% documentation rate — no undocumented complaints.

4. Transparent Communication

· Keep parents & students regularly updated about the status of their concerns (“We have raised this to the MD”, “Here’s the solution decided”).

· Communicate once the solution is implemented and verify whether the student is actually following it (especially for academic improvement actions).

5. Feedback Management

· Call & collect monthly feedback from all parents (target: 100% coverage).

· Compile feedback into actionable points, categorize them, and discuss with authorities within 3 days.

· Create action lists, set timelines, and follow up until closure.

· Share updates with parents about the actions taken from their feedback.

6.



Internal Collaboration & Reporting

· Present weekly summaries of student concerns & resolutions in faculty meetings.

· Highlight patterns of recurring issues and work with faculty to fix root causes.

· Schedule & manage PTMs end-to-end (slot allotment, documentation, action points).

�� Key Competencies & Attributes

Competency

Description

Empathy & Active Listening

Understand student/parent concerns deeply, patiently listen before responding.

Ownership & Persistence

Treat every problem as personal responsibility, follow up relentlessly until resolution.

Communication Clarity

Speak politely, keep all stakeholders updated, escalate appropriately.

Documentation Discipline

Log every concern immediately with full details — no exceptions.

Proactivity

Call students/parents even without complaints,



anticipate problems before they escalate.

Collaboration

Work closely with teachers, directors, and MD without friction.

High Standards

Refuse to let unresolved issues remain pending, push for timely actions.

Organizational Skills

Maintain trackers, feedback sheets, PTM documentation meticulously.

Scorecard for CRM Role

Category

Key Metric

Target / Benchmark

Proactive Calls

% of parents & students contacted weekly

≥ 95%

Issue Logging

% of concerns documented with service numbers

100%

Follow-Up Closure

Avg. resolution time (days)

≤ 3 days for operational issues, ≤ 7 days for academic issues

Communication

Frequency of updates sent to parents during resolution process

Minimum 2 updates per open issue

Feedback Management

% of parents submitting monthly feedback

≥ 90%

% of action points closed within agreed timeline

≥ 95%





Escalation Handling

Number of escalations pending > 7 days

0

Student Engagement

No. of positive parent/student testimonials per quarter

≥ 10

Reporting & Documentation

Weekly summary shared with faculty

100% of weeks

Sample Workflow (FMS-Style)

1. Receive Concern (Call / WhatsApp / Email)

2. Immediate Logging (Excel/Google Form → Auto-generate Service No.)

3. Acknowledge Parent/Student (“Your issue has been recorded…”)

4. Assign & Communicate to Relevant Authority

5. Follow Up Daily Until Resolution

6. Communicate Resolution to Parent/Student

7. Verify Implementation (Check with student after 1 week)

8. Close Case in Tracker

Job Types: Full time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

- Health insurance

Experience:

- Customer relationship management: 2 years (Required)

Location:

- Goldwins,



Coimbatore, Tamil Nadu (Required)

Willingness to travel:

- 100% (Preferred)

Work Location: In person

📌 Customer Relationship Manager (CRM)
🏢 Prepally Educational Services
📍 India

The original job offer can be found in Kit Job:
kitjob.in/job/178811426