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, WhatsApp, 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 (Mumbai)
🏢 Oswaal Books
📍 Mumbai