The CRM Executive will be responsible for maintaining robust relationships with existing customers, handling customer queries and complaints, ensuring timely follow-ups, and coordinating with internal teams to provide excellent customer service and improve customer retention.
Key Responsibilities
Maintain regular communication and healthy relationships with existing customers.
Handle customer enquiries, complaints, feedback, and service requests.
Follow up with customers regarding orders, deliveries, payments, and pending requirements.
Coordinate with Sales, Dispatch, Accounts, Production, and Service teams for timely resolution of customer issues.
Maintain and regularly update customer information in the CRM system.
Track customer complaints and ensure timely closure.
Conduct regular customer follow-ups to understand their requirements and satisfaction levels.
Collect customer feedback and communicate improvement areas to management.
Identify prospects for repeat orders and additional business from existing customers.
Maintain records of customer interactions, follow-ups, complaints, and resolutions.
Prepare daily/weekly/monthly CRM reports.
Escalate critical customer issues to the concerned manager.
Ensure customers receive timely and accurate information regarding their orders and services.