The CRM qualified is responsible for managing customer relationships, handling customer inquiries and complaints, coordinating with internal departments, ensuring timely issue resolution, maintaining customer data, and improving customer satisfaction and retention.
Key Responsibilities
Manage customer relationships and provide excellent after-sales support.
Handle customer inquiries, complaints, and service requests.
Coordinate with sales, production, logistics, and finance teams to resolve customer issues.
Maintain accurate customer records in the CRM system.
Track order status, deliveries, and customer feedback.
Monitor complaint resolution within defined turnaround times (TAT).
Prepare CRM reports, customer satisfaction reports, and service performance dashboards.
Conduct customer satisfaction surveys and recommend improvement initiatives.
Support sales teams by providing customer information and service updates.
Ensure compliance with company policies and service standards.
Build long-term relationships with key customers, dealers, and channel partners.
Required Skills
Solid communication and interpersonal skills
Customer handling and conflict resolution
Problem-solving and negotiation
MS Excel and reporting skills
Coordination and multitasking
Analytical and organizational skills