Job Description

We are looking for CRM Lead

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Location: Agra

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Experience: 6–10 Years

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Department: Customer Relationship Manangement

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About the Role:-

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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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Key Responsibilities:-

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- Lead the after-sales CRM team and ensure timely resolution of customer queries, complaints, and requests.
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- Manage customer interactions across calls, email, WhatsApp, and other support channels .
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- Monitor and improve response time, resolution TAT, and customer satisfaction .
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- Handle escalated and critical customer issues and ensure effective resolution.
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- Coordinate with Sales, Operations, Logistics, Product, and other teams to resolve customer concerns.
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- Track customer complaints, identify recurring issues, and recommend process improvements .
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- Monitor CRM team performance through key metrics such as TAT, resolution rate, backlog,



and customer satisfaction .
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- Prepare regular CRM/after-sales reports and MIS for management.
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- Establish SOPs and improve processes to enhance the overall post-purchase customer experience .
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- Train, guide, and monitor the CRM team to ensure consistent service quality.
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Requirements:-

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- 4–7 years of experience in CRM, Customer Support, Customer Service, or After-Sales .
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- Prior experience in team handling and escalation management .
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- Strong communication and customer-handling skills.
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- Experience with CRM/helpdesk/ticketing systems .
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- Solid problem-solving and coordination skills.
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- Good knowledge of Excel/Google Sheets and MIS reporting .
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- Ability to work with multiple internal teams and manage customer escalations.
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- Experience in E-commerce, D2C, Retail, or Consumer Businesses will be an advantage.
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Contact us for more at [email protected]

📌 CRM Lead (Agra)
🏢 Oswaal Books
📍 Agra