Job Description We are looking for CRM Lead
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n Location: Agra
n Experience: 6–10 Years
n Department: Customer Relationship Manangement
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n About the Role:-
n We are looking for a CRM Lead – After Sales to manage customer relationships after purchase, ensure timely resolution of customer queries and complaints, and drive a high-quality customer experience.
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n Key Responsibilities:-
n n Lead the after-sales CRM team and ensure timely resolution of customer queries, complaints, and requests.
n Manage customer interactions across calls, email, WhatsApp, and other support channels .
n Monitor and improve response time, resolution TAT, and customer satisfaction .
n Handle escalated and critical customer issues and ensure effective resolution.
n Coordinate with Sales, Operations, Logistics, Product, and other teams to resolve customer concerns.
n Track customer complaints, identify recurring issues, and recommend process improvements .
n Monitor CRM team performance through key metrics such as TAT, resolution rate, backlog,



and customer satisfaction .
n Prepare regular CRM/after-sales reports and MIS for management.
n Establish SOPs and improve processes to enhance the overall post-purchase customer experience .
n Train, guide, and monitor the CRM team to ensure consistent service quality.
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n Requirements:-
n n 4–7 years of experience in CRM, Customer Support, Customer Service, or After-Sales .
n Prior experience in team handling and escalation management .
n Strong communication and customer-handling skills.
n Experience with CRM/helpdesk/ticketing systems .
n Robust problem-solving and coordination skills.
n Good knowledge of Excel/Google Sheets and MIS reporting .
n Ability to work with multiple internal teams and manage customer escalations.
n Experience in E-commerce, D2C, Retail, or Consumer Businesses will be an advantage.
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n Contact us for more at

📌 CRM Lead (Agra)
🏢 Oswaal Books
📍 Agra