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.
3. 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 qualified and timely communication with customers.
4. 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.
- Good time management and organizational skills.
5. Educational Qualification
- Graduate in any discipline (preferred).
- Relevant experience in customer service, sales coordination, or CRM will be an advantage.
6. 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.
7. 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.