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



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

📌 CRM Lead (India)
🏢 Oswaal Books
📍 India