Job Description
We are looking for CRM Lead
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nLocation: Agra
nExperience: 6–10 Years
nDepartment: Customer Relationship Manangement
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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.
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nKey Responsibilities:-
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- 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.n

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nRequirements:-
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- 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
- Strong problem-solving and coordination skills.n
- Positive 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.n

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nContact us for more at [email protected]

📌 CRM Lead (Kahrai)
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