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).
Robust 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 robust 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

📌 Engineer – Crm Customer Relationship Management/erp Gurugram
🏢 Assurance Intl
📍 Gurugram