Missamma Retail is looking for a customer-focused and experienced CRM Executive to manage customer interactions, resolve grievances, coordinate with internal teams, and ensure a positive customer experience across the retail business.

The ideal candidate should have excellent communication and customer-handling skills, strong follow-up capabilities, and the ability to calmly manage customer concerns and ensure timely resolution.

Key Responsibilities

Customer Interaction & Support

- Attend and respond to inbound customer calls, queries, requests, and complaints promptly and professionally.
- Understand customer concerns and provide appropriate solutions within company policies.
- Handle customer queries related to:
- Products
- Billing
- Orders
- Delivery
- Exchanges
- Returns
- Alterations
- Services

- Maintain a professional and customer-friendly approach during every interaction.
- Build and maintain positive relationships with customers.

Complaint & Grievance Management

- Handle customer grievances patiently and professionally.
- Investigate customer concerns and coordinate with relevant teams to identify appropriate solutions.
- Follow up with customers to ensure complaints and service requests are resolved satisfactorily.
- Escalate unresolved, sensitive, or critical complaints to the concerned department or management.
- Ensure timely closure of complaints while maintaining proper documentation.

Internal Coordination

- Coordinate with sales, stores, warehouse, billing, delivery, and management teams to resolve customer issues.
- Follow up internally on pending customer requests and ensure timely action.
- Ensure customers receive accurate updates regarding their complaints, orders, and service requests.

CRM & Documentation

- Maintain accurate records of:
- Customer calls
- Complaints
- Requests
- Feedback
- Resolutions
- Follow-ups

- Update customer interactions and case status in the CRM system.
- Maintain proper documentation and ensure customer records are accurate and up to date.

Follow-up & Customer Feedback





- Make follow-up calls regarding orders, complaints, service requests, and customer feedback.
- Collect and record customer feedback.
- Identify recurring customer issues and communicate insights to the concerned teams.
- Support initiatives aimed at improving customer satisfaction and service quality.

Reporting

- Prepare regular reports covering:
- Customer complaints
- Call volumes
- Resolution status
- Pending cases
- Customer feedback
- Escalations

- Monitor pending complaints and follow-ups to ensure timely closure.
- Highlight recurring issues and important customer concerns to management.

Required Skills

- Excellent verbal and written communication skills.
- Strong customer-handling and relationship-management skills.
- Good listening and problem-solving abilities.
- Customer-service-oriented attitude.
- Ability to handle difficult or dissatisfied customers calmly and professionally.
- Strong coordination and follow-up skills.
- Basic knowledge of MS Excel, email, and CRM software.
- Ability to work under pressure and meet response and resolution timelines.
- Positive attention to detail and documentation skills.
- Knowledge of regional languages will be an added advantage.

Qualification & Experience

- Graduate / Diploma or equivalent qualification.
- 2-6 years of relevant experience in:
- CRM
- Customer Service
- Customer Relationship Management
- Telecalling
- Retail
- Customer Support
- Related customer-facing roles

- Experience in the retail industry will be an added advantage.

Preferred Candidate Profile

The ideal candidate should be:

- Customer-focused and service-oriented.
- Confident and professional while communicating with customers.
- Patient and composed while handling complaints and difficult situations.
- Strong in follow-up and coordination.
- Comfortable working with CRM systems and maintaining customer records.
- Proactive in resolving customer concerns rather than simply escalating them.
- Able to coordinate effectively with multiple internal departments.
- Comfortable working in a fast-paced retail environment.

📌 CRM Executive (Hyderabad)
🏢 Missamma Retail
📍 Hyderabad