We are looking for a proactive and customer-focused Client Relationship Manager (CRM) to manage and strengthen relationships with existing clients. The CRM will be responsible for regular client communication, handling queries and complaints, providing effective after-sales support, following up on orders and payments, and ensuring a high level of client satisfaction.
Key Responsibilities
· Maintain regular communication with existing clients and build strong, long-term relationships.
· Follow up rigorously with clients to ensure all requirements and commitments after order placement are properly addressed.
· Provide continuous after-sales service and ensure existing clients remain satisfied.
· Maintain regular follow-ups from the time an order is received until the collection of payment.
· Understand client requirements, queries, concerns, and circumstances and provide appropriate solutions.
· Respond promptly to client calls, questions, and service-related requests.
· Act as the primary point of contact for client complaints and coordinate with the concerned internal team for resolution.
· Escalate issues to the appropriate department or concerned person whenever required.
· Provide clients with the necessary information and support regarding company products and services.
· Proactively collect genuine feedback from clients regarding products, services, and overall experience.
· Maintain a professional and polite approach in all interactions with clients and colleagues.
· Ensure timely and rigorous follow-up on pending client requirements, commitments, and issues.
· Support client retention by maintaining strong relationships and addressing concerns effectively.
Required Skills & Competencies
· Excellent Communication Skills: Ability to communicate confidently and professionally through both speaking and writing.
· Strong Follow-Up Skills: Ability to consistently follow up on client requirements, orders, service issues, and payments.
· Customer-Focused Approach: Ability to understand client circumstances and respond appropriately.
· Proactive Attitude: Takes initiative to identify and resolve client concerns before they become major issues.
· Product/Service Knowledge: Thorough understanding of the company’s products and services.
· Computer Skills: Good working knowledge of computers and basic business applications.
· Problem-Solving Ability: Ability to understand client queries and coordinate with the relevant team to provide solutions.
· Availability: Should be responsive and available for client calls and important communication as required.
· Professional Disposition: Polite, patient, confident, and skilled while dealing with clients.
Key Performance Areas (KPIs)
1. Client satisfaction and relationship management.
2. Timely follow-up on client requirements.
3. Resolution of client queries and complaints.
4. Quality and responsiveness of after-sales service.
5. Client retention and continued engagement.
6. Timely follow-up from order placement through payment collection.
7. Collection and documentation of genuine client feedback.
8. Effective coordination with internal teams for client-related issues.