To manage customer relationships, handle customer queries and complaints, maintain accurate customer records, coordinate with internal departments, and ensure high levels of customer satisfaction and retention.
Key Responsibilities
Manage customer inquiries, complaints, and service requests.
Maintain and update customer information in the CRM system.
Follow up with customers regarding inquiries, feedback, and pending issues.
Coordinate with the sales, service, and other departments to resolve customer concerns.
Monitor customer satisfaction and maintain positive customer relationships.
Prepare daily, weekly, and monthly CRM reports.
Track customer complaints and ensure timely resolution.
Maintain records of customer interactions and follow-up activities.
Support customer retention and engagement initiatives.
Ensure skilled and timely communication with customers.
Required Skills
Good communication and interpersonal skills.
Basic computer knowledge and proficiency in MS Excel.
Familiarity with CRM software and customer databases.
Problem-solving and customer-handling abilities.
Strong follow-up and coordination skills.
Valuable time management and organizational skills.
Educational Qualification
Graduate in any discipline (preferred).
Relevant experience in customer service, sales coordination, or CRM will be an advantage.
Key Performance Indicators (KPIs)
Customer satisfaction level.
Complaint resolution time.
Customer follow-up completion rate.
Accuracy of customer records.
Customer retention rate.
Timely submission of CRM reports.
Number of pending and unresolved customer issues.
Authority and Accountability
Responsible for maintaining customer records and CRM data.
Accountable for timely customer follow-ups.
Responsible for coordinating complaint resolution.
Accountable for maintaining customer confidentiality and service standards.