The Client Relationship Manager (CRM) is responsible for managing customer interactions, ensuring customer satisfaction, and supporting sales activities. The role requires excellent communication skills, a customer-first approach, and the ability to resolve issues effectively.
Key Responsibilities
1. Manage Customer Relationships
- Serve as the primary point of contact for customers.
- Build and maintain long-term relationships.
2. Handle Inquiries and Complaints
- Respond promptly and professionally to customer inquiries.
- Resolve issues with a solution-oriented approach.
- Escalate complex matters and ensure timely closure
3. Provide Product & Service Information
- Educate customers on products, services, and offers.
- Assist customers in making well-informed decisions.
4. Follow-Up & Customer Satisfaction
- Conduct follow-up calls post service or purchase.
- Collect feedback and coordinate improvements.
5. Maintain Accurate Records
- Log all interactions and updates in the CRM system.
- Maintain accurate reports and histories.
6. Support Sales Activities
- Identify opportunities for cross-sell/up-sell.
- Assist with order placement, shipment updates, and process explanation.
Required Skills & Qualifications
- Bachelors degree preferred.
- 0–3years of experience in customer service or similar roles.
- Excellent communication and interpersonal skills.
- Solid problem-solving capabilities.
- Basic computer knowledge and familiarity with CRM tools.
- Ability to multitask and manage priorities.
Key Competencies
- Customer-Centric Mindset
- Empathy & Patience
- Active Listening
- Conflict Resolution
- Attention to Detail
- Team Collaboration