We are looking for a detail-oriented and proactive Engineer – CRM to manage customer relationship processes, resolve service issues, and enhance customer satisfaction. The role involves handling customer complaints, coordinating with internal teams, maintaining CRM data accuracy, and supporting after-sales service operations to ensure a seamless customer/Team experience.
Key Responsibilities
- Manage and respond to customer queries, complaints, and service requests through CRM systems.
- Track and resolve customer issues within defined turnaround times.
- Coordinate with sales, service, technical, and logistics teams for issue resolution.
- Maintain accurate customer records, complaint logs, and service histories in the CRM platform.
- Analyze complaint trends and prepare periodic reports for management review.
- Ensure timely escalation of unresolved or critical customer concerns.
- Support warranty claim processing and after-sales service coordination.
- Monitor CRM dashboards and KPIs related to customer satisfaction and response times.
- Assist in implementation of CRM improvement initiatives and process enhancements.
- Conduct root cause analysis for recurring issues and recommend corrective actions.
Required Qualifications
- Bachelor’s degree in Engineering / Technical Discipline / Related Field.
- 2–5 years of experience in CRM, customer service, technical support, or after-sales operations.
- Experience in handling CRM software/tools (SAP CRM, Salesforce, Zoho, or similar platforms preferred).
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal abilities.
- Proficiency in MS Office (Excel, Word, PowerPoint).
Preferred Skills
- Knowledge of complaint management systems.
- Familiarity with warranty and service processes.
- Ability to work cross-functionally with multiple departments.
- Customer-centric mindset with solid follow-up skills.
Key Performance Indicators (KPIs)
- Complaint resolution turnaround time
- Customer satisfaction score (CSAT)
- First response time
- CRM data accuracy rate
- Number of unresolved escalations
Behavioral Competencies
- Customer Focus
- Attention to Detail
- Team Collaboration
- Accountability
- Time Management