Job DescriptionWe are looking for CRM Lead NLocation: Agra NExperience: 6–10 Years NDepartment: Customer Relationship Manangement NAbout the Role:- NWe 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. NKey Responsibilities:- Nn 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. NnRequirements:- Nn 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. NnContact us for more at [email protected]

📌 Crm Lead (Uttar Pradesh)
🏢 Oswaal Books
📍 Uttar Pradesh