The CRM Executive is responsible for maintaining strong customer relationships throughout the customer lifecycle. The role involves handling customer enquiries, sales and service follow-ups, customer feedback, complaint resolution, database management, and ensuring a high level of customer satisfaction and retention.
Key Responsibilities
1. Customer Follow-Up
2. Customer Satisfaction
3. Complaint Handling
4. CRM & Database Management
5. Sales CRM Activities
6. Service CRM Activities
7. Customer Retention & Engagement
8. Reporting & MIS
Required Skills
- Excellent communication and customer-handling skills.
- Good telephone etiquette.
- Strong follow-up and coordination skills.
- Good knowledge of MS Excel and MS Office.
- Basic knowledge of CRM/DMS software.
- Good listening and problem-solving skills.
- Ability to handle customers patiently and professionally.
- Robust attention to detail and data accuracy.
Qualification
Any Graduate / Diploma
Candidates with a background in Automobile, Sales, Marketing, Customer Service or Business Administration will be preferred.
Experience
1–3 years of experience in CRM, customer service, automobile dealership, sales or a related field.
Freshers with excellent communication skills may also be considered.
Key Performance Indicators (KPI)
- Customer follow-up completion rate.
- Lead follow-up and conversion support.
- Customer satisfaction score.
- Complaint resolution and closure time.
- Customer feedback and review performance.
- CRM/DMS data accuracy.
- Appointment and follow-up conversion.
- Customer retention and repeat business.
- Timely submission of CRM reports.
Preferred Candidate Profile
The ideal candidate should be customer-oriented, proactive, well-organized and comfortable communicating with customers over phone and digital channels. The candidate should have strong follow-up skills and the ability to coordinate effectively with Sales, Service, Accounts and Management teams.