The CRM Executive is responsible for maintaining strong relationships with clients, ensuring timely communication, coordinating with internal departments, resolving customer queries, maintaining project records, and providing excellent customer service throughout the customer lifecycle.
- Maintain professional communication with existing and prospective clients.
- Handle customer inquiries through phone calls, emails, and WhatsApp.
- Build and maintain long-term customer relationships.
- Ensure timely follow-up with customers regarding project updates.
2. Customer Support
- Resolve customer complaints and escalate issues when required.
- Coordinate with concerned departments for quick issue resolution.
- Maintain customer satisfaction and service quality standards.
3. Follow-up & Coordination
- Follow up on pending customer requirements.
- Coordinate with Sales, Projects, Accounts, and Management teams.
- Schedule customer meetings and site visits when required.
4. Documentation & Data Management
- Maintain updated customer database in CRM software/Excel.
- Prepare daily, weekly, and monthly CRM reports.
- Update customer interactions and follow-up status regularly.
- Maintain records of agreements, documents, and correspondence.
5. Project Coordination
- Share project progress updates with customers.
- Coordinate documentation related to project handover.
- Ensure customers receive required approvals and project information on time.
- Maintain customer records confidentially.
- Coordinate internal meetings related to customer issues.
- Assist management with CRM-related MIS reports.
- Perform other duties assigned by management.
Required Skills
- Excellent communication skills (Hindi & English).
- Robust interpersonal and relationship-building skills.
- Good knowledge of MS Excel, Word, and Outlook.
- Ability to manage multiple customer follow-ups.
- Problem-solving and conflict-resolution skills.
- Good organizational and time-management skills.
- Knowledge of CRM software is an added advantage.
Qualification
- Graduate in any discipline (MBA preferred but not mandatory).
Experience
- 1–3 years of experience in Customer Relationship Management, Customer Support, or Client Coordination.
Key Performance Indicators (KPIs)
- Customer satisfaction score.
- Follow-up completion rate.
- Complaint resolution time.
- Customer response time.
- Data accuracy in CRM.
- Daily/Weekly report submission.
- Customer retention and relationship management.
- Timely coordination with internal departments.
Working Hours
Monday to Saturday
09:30 AM – 06:30 PM
Behavioral Competencies
- Professional attitude
- Positive communication
- Teamwork
- Accountability
- Customer-centric approach
- Time management
- Attention to detail
- Confidentiality