JOB DESCRIPTION – CRM EXECUTIVECompany: SB International Tours and Travels Pvt. Ltd.

Department: Customer Relationship Management / Sales & Marketing

Position: CRM Executive

Reporting To: CRM Manager / Sales Manager

Employment Type: Full-Time

Work Location: Bangalore

1. Job PurposeThe CRM Executive will be responsible for managing customer relationships, handling enquiries and follow-ups, maintaining accurate customer records, improving customer satisfaction, and supporting the conversion of enquiries into confirmed travel bookings.

The role requires excellent communication, robust follow-up skills, customer-service orientation, and the ability to coordinate effectively with the Sales, Operations, Ticketing and Accounts teams.

- 2. Key ResponsibilitiesCustomer Relationship ManagementMaintain and regularly update the company's CRM/customer database.
- Manage customer enquiries through phone calls, WhatsApp, email and other communication channels.
- Understand customer requirements, travel preferences, budgets and expectations.
- Provide timely and professional responses to customers.
- Maintain regular communication with existing and prospective customers.
- Lead Management & Follow-upReceive and register new leads and enquiries in the CRM system.
- Follow up with leads systematically until conversion or closure.
- Track pending enquiries and ensure no lead is missed.
- Coordinate with the sales team to convert qualified leads into bookings.
- Maintain proper records of quotations, discussions and customer commitments.
- Booking & Travel CoordinationCoordinate with the Sales, Ticketing and Operations teams for smooth execution of customer requirements.




- Ensure customers receive accurate information regarding flights, hotels, tour packages, visas, transfers and other travel services.
- Follow up with customers before, during and after their travel.
- Assist in resolving customer issues and coordinate with the relevant department for timely solutions.
- Customer Satisfaction & RetentionCollect customer feedback after completion of travel.
- Handle complaints professionally and escalate unresolved issues to the concerned manager.
- Identify opportunities for repeat bookings and referrals.
- Maintain long-term relationships with existing customers.
- Support customer retention campaigns, promotional offers and loyalty initiatives.
- Reporting & MISPrepare daily/weekly/monthly CRM reports as required.
- Track lead status, follow-ups, conversions, cancellations and repeat customers.
- Maintain accurate customer interaction and booking records.
- Share important customer updates with the reporting manager.
- Ensure CRM data is complete, accurate and updated on time.
- 3. Required Skills & CompetenciesExcellent verbal and written communication skills.
- Robust customer-handling and interpersonal skills.
- Excellent follow-up and persuasion skills.
- Customer-focused and service-oriented approach.




- Good negotiation and problem-solving abilities.
- Ability to handle multiple enquiries simultaneously.
- Good knowledge of MS Office, Excel, WhatsApp Business and CRM software.
- Strong attention to detail and record-keeping skills.
- Ability to work under pressure and meet targets/deadlines.
- Knowledge of domestic and international travel is an added advantage.
- 4. Educational Qualification & ExperienceGraduation in any discipline.
- Diploma/Degree in Travel & Tourism, Hospitality, Business Administration or a related field is preferred.
- 1–3 years of experience in CRM, customer service, sales support or the travel industry is preferred.
- Freshers with excellent communication and customer-handling skills may also be considered.
- 5. Key Performance Indicators (KPIs)Number of leads contacted and followed up.
- Lead-to-booking conversion rate.
- Follow-up completion rate.
- Customer response and resolution time.
- Customer satisfaction and feedback scores.
- Repeat booking and referral generation.
- Accuracy and timely updating of CRM records.
- Number of missed/unattended leads.
- Revenue generated through converted leads.

6. Expected BehaviourThe CRM Executive is expected to:

- Maintain professional communication with every customer.
- Respond to enquiries promptly.
- Never ignore or delay customer follow-ups without valid reason.
- Maintain confidentiality of customer and company information.
- Coordinate positively with all departments.
- Take ownership of customer issues until proper resolution.
- Represent SB International Tours and Travels professionally at all times.

📌 Account Executive (Accounting) (Bengaluru)
🏢 SB International Tours and Travels Private
📍 Bengaluru