Role & responsibilities

1. Team Management

- Lead, guide, and monitor the Customer Relationship Executive (CRE) team.
- Allocate daily tasks and ensure timely completion of assigned activities.
- Conduct regular team meetings and performance reviews.
- Train and motivate team members to achieve departmental targets.

2. Customer Relationship Management

- Maintain strong relationships with existing and prospective customers.
- Ensure timely responses to customer queries, requests, and concerns.
- Handle escalated customer complaints and ensure effective resolution.
- Monitor customer satisfaction and identify opportunities to improve service quality.

3. Lead Management & Follow-up

- Monitor lead generation, lead tracking, and follow-up activities.
- Ensure proper scheduling of customer calls, meetings, and appointments.
- Track the status of leads and ensure consistent follow-ups by team members.
- Coordinate with the sales team to convert qualified leads into business opportunities.

4. Performance Monitoring

- Set daily, weekly, and monthly targets for the team.
- Monitor team productivity, call reports, follow-ups, and conversion rates.
- Prepare and submit performance reports to management.
- Identify performance gaps and implement corrective actions.

5. Coordination & Communication

- Coordinate with sales, marketing,



and other departments to address customer requirements.
- Ensure accurate maintenance of customer information and interaction records in the CRM system.
- Communicate product updates, offers, and service information to the team.
- Ensure professional communication with customers through calls, emails, and other channels.

6. Process Improvement

- Develop and implement effective customer relationship management processes.
- Identify opportunities to improve customer retention and service efficiency.
- Ensure the team follows company policies, procedures, and communication standards.
- Provide feedback and recommendations to management for continuous improvement.

Preferred candidate profile

- Strong leadership and team management skills.
- Excellent verbal and written communication skills.
- Customer handling and conflict-resolution abilities.
- Experience in lead management and customer follow-ups.
- Knowledge of CRM tools, MS Excel, and reporting.
- Strong organizational, analytical, and problem-solving skills.

Pay: ₹25,000.00 - ₹35,000.00 per month

Perks:

- Cell phone reimbursement
- Internet reimbursement
- Paid sick time
- Provident Fund

Application Question(s):

- Handled team?

Experience:

- Pre-sales: 4 years (Required)

Work Location: In person

📌 Team Lead - Customer Relations (Puducherry)
🏢 Roadmap IT Solutions
📍 Puducherry