We are looking for a customer-focused and responsible Customer Relationship Manager to manage client relationships, handle customer queries, and ensure customer satisfaction. The candidate should have experience in handling clients, preferably in the FMCG industry, with a strong ability to resolve issues, build long-term relationships, and provide effective solutions.
1. Key Responsibilities
A.
Customer
Engagement
- Maintain regular communication with existing clients to understand their needs and requirements.
- Follow up with customers to ensure satisfaction with the company's products and services.
- Share relevant product updates, offers, and information with clients.
- Maintain positive and professional relationships with customers.
B.
Customer
Query & Complaint Resolution
- Handle customer queries, complaints, and feedback through phone calls, emails, and other communication channels.
- Understand customer concerns and provide timely and appropriate solutions.
- Coordinate with internal departments such as Sales, Dispatch, and Quality to resolve customer issues.
- Follow up on pending queries and ensure timely closure of complaints.
C.
Relationship
Building
- Build and maintain strong, long-term relationships with clients.
- Understand customer expectations and identify opportunities to improve customer satisfaction.
- Maintain accurate customer records, communication history, and follow-up details.
- Support customer retention through regular follow-ups and effective communication.
D. Problem-Solving & Customer Support
- Identify the root cause of customer concerns and take appropriate corrective action.
- Handle difficult customer situations professionally and patiently.
- Coordinate with the concerned teams to ensure effective issue resolution.
- Suggest improvements in customer service processes based on customer feedback.
E. Reporting & Coordination
- Maintain customer databases and records of queries, complaints, and resolutions.
- Prepare regular reports on customer feedback, pending issues, and query resolution status.
- Coordinate with internal teams to ensure smooth customer communication and service.
1. Educational Qualification
- Graduate in any discipline.
- Candidates with additional qualifications or certifications in Customer Relationship Management will be preferred.
1. Experience Required
- Minimum 3 years of experience as a Customer Relationship Manager (CRM) or in a similar customer-facing role.
- Experience in the FMCG industry is preferred.
- Practical experience in client handling, customer engagement, and query resolution is required.
1. Required Skills
- Excellent communication and interpersonal skills.
- Strong relationship-building and customer-handling abilities.
- Solution-oriented mindset with effective problem-solving skills.
- Patience and professionalism while handling customer complaints.
- Good coordination and follow-up skills.
- Ability to maintain customer records and prepare reports.
- Basic proficiency in MS Excel and other relevant CRM software.
1. Candidate Requirements
- Ability to manage multiple customer queries and follow-ups efficiently.
- Customer-focused approach with a commitment to customer satisfaction.
- Ability to work collaboratively with internal departments.
- Preference will be given to candidates with FMCG industry experience.
Advantages
- Food provided
- Provident Fund
Work Location: In person
📌 Customer Relationship Manager (Surat)
🏢 Jalpooree India
📍 Surat
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