Role & responsibilities

- Act as the first point of contact for all CRM-related incidents and user queries.

- Diagnose and resolve issues within defined timelines; escalate complex or unresolved issues to L2/L3 teams with complete documentation.

- Communicate clearly and professionally with users to understand concerns, provide updates, and ensure high user satisfaction.

- Collaborate with internal teams and stakeholders to ensure smooth functioning of CRM and related applications.

- Adhere to defined SLAs, support processes, and quality benchmarks.

- Identify recurring issues and recommend preventive actions or process improvements.

- Maintain accurate records of incidents, resolutions, and escalation logs.

- Create and update knowledge base articles, FAQs, SOPs, and user manuals to improve self-service and reduce ticket volumes.





- Conduct user training sessions and provide guidance on CRM functionalities and best practices.

- Collect and analyse user feedback to support continuous improvement of applications and support services.

Preferred candidate profile

- Minimum 2+ years of experience in CRM support, application support, or related roles.

- Basic understanding of CRM systems and ERP platforms (experience with SAP C4C/ByD preferred).

- Strong analytical and problem-solving skills.

- Excellent verbal and written communication skills.

- Proficiency in MS Office tools, with strong expertise in MS Excel.

- Ability to handle multiple tasks and priorities in a fast-paced workplace.

- Exposure to AI-enabled applications or automation tools is an added advantage.

📌 Senior Executive (Delhi)
🏢 Stonex India
📍 Delhi