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. - Robust 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 [email protected]

📌 CRM Lead (Agra)
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