Role Overview

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.

Key Responsibilities

Customer Relationship & 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
- 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).

Query Resolution & 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 & MIS





 Prepare And Share Structured Reports Including

- Daily, Weekly, and Monthly CRM reports
- Customer complaint analysis
- Customer feedback trends
- Service quality metrics
- Customer satisfaction reports

 Generate ad-hoc reports as required by management.  Analyze customer concerns and provide actionable insights for continuous improvement.

Process Improvement & Customer Success

 Identify gaps and inefficiencies in customer handling processes.

 Develop And Maintain SOPs For

- Customer communication
- Complaint handling
- Issue escalation
- Service recovery processes

 Recommend process improvements to enhance customer experience.  Take complete ownership and accountability for CRM performance.

Key Skills & Competencies

 Robust ownership mindset and accountability.

 Excellent communication skills (written and verbal).

 Strong problem-solving and decision-making ability.

 High attention to detail.

 Customer-centric approach with empathy and professionalism.

 Ability to manage multiple priorities in a fast-paced workplace.

 Analytical mindset with data-driven thinking.

 Proactive attitude and ability to work independently.

Technical Skills

 Proficiency in MS Excel / Google Sheets (Mandatory).

 Hands-on experience with CRM tools and customer service platforms.

 Knowledge of reporting and MIS preparation.

 Basic understanding of customer lifecycle management and service processes.

Preferred Experience  2–5 years of experience in Customer Relationship Management (CRM), Customer Success, or Customer Service Operations.

 Experience in handling end-to-end customer interactions and escalations.

 Prior exposure to Cosmetics, FMCG, Retail, or Consumer Brands will be an added advantage.

📌 CRM Executive (Mumbai)
🏢 Upedge Job Karle
📍 Mumbai