Technical Skills

- Good understanding of CRM and application support processes.
- Hands-on experience in customer lifecycle management and CRM operations.
- Good knowledge of MS Office, particularly MS Excel.
- Ability to prepare MIS, operational reports and compliance reports.
- Understanding of B2B and B2C billing processes.
- Basic understanding of system integration, application workflows and data validation.
- Ability to identify, troubleshoot and coordinate resolution of application/system issues.

Soft Skills

- Good communication and interpersonal skills.
- Ability to coordinate with multiple departments.
- Good analytical and problem-solving skills.
- Good documentation and follow-up skills.
- Ability to conduct user training and provide functional support.
- Command over Hindi, English and Marathi (Read, Write and Speak) will be preferred.

Key Responsibilities / Operations

1. Customer Self-Care & Mobile Application

- Manage and provide functional support for Customer Self-Care Portal and Mobile Application.
- Coordinate for customer-related issues, application errors and transactional issues.
- Monitor application functionality and coordinate with technical/vendor teams for resolution.
- Support enhancement and new feature implementation.

2. Customer Communication

- Manage and Send customer communication through SMS, WhatsApp and Email.
- Support configuration and execution of customer communication campaigns.
- Coordinate communication templates, customer data and delivery requirements.

3. New Customer Migration

- Coordinate migration/onboarding of new customers into CRM/application systems.
- Validate customer data before and after migration.
- Coordinate with relevant teams for data correction and migration issues.
- Ensure successful migration and activation of customer records.

4. Product Allocation

- Manage and support product allocation in CRM/application systems for:
- Broadband
- OTT
- IPTV

- Ensure correct product mapping,



activation and allocation.
- Coordinate with relevant teams for product-related system issues.

5. Compliance Reports

- Prepare and coordinate required regulatory/compliance reports.
- Ensure timely and accurate submission of applicable reports.
- Validate data received from CRM, billing and other systems before reporting.
- Maintain records and documentation of compliance reports.

6. Internal MIS & Reporting

- Prepare daily, weekly and monthly MIS as required.
- Generate operational reports related to sales, customers, billing, collections, complaints and business performance.
- Support management with data analysis and ad-hoc reports.
- Ensure accuracy and timely circulation of MIS.

7. Commission Management

- Support commission calculations and related MIS.
- Validate commission data based on defined business rules.
- Coordinate with Sales, Accounts and other relevant teams for clarification and reconciliation.
- Maintain commission-related records and reports.

8. New Project Setup

- Support CRM/application setup for new projects and business initiatives.
- Coordinate requirement gathering with business teams.
- Support configuration, testing, UAT and production rollout.
- Coordinate with application vendors and internal technical teams.
- Prepare required documentation and provide post-production support.

9. User Training

Provide functional training and system support to:

- Sales
- Sales Backend
- Customer Service / CSD
- Customer Support
- Billing
- Accounts
- Revenue Assurance

Training will include recent features, process changes,



application functionality and operational procedures.

10. User Login & Access Control

- Create and manage new user logins.
- Provide appropriate application access based on approved roles.
- Coordinate user access modification, deactivation and password/access-related issues.
- Ensure access is provided in accordance with defined authorization processes.

11. Billing Support B2B, B2C & NOFRA

- Provide functional support for B2B and B2C billing activities.
- Support monthly billing processes and validations.
- Coordinate billing-related issues with Billing, Accounts and technical teams.
- Support NOFRA billing activities.
- Validate billing data and assist in resolving billing discrepancies.
- Coordinate with application/vendor teams for system-related billing issues.

12. System Support

- Provide first-level functional support for CRM and related applications.
- Monitor system/application issues reported by users.
- Analyse issues and coordinate with IT, technical teams and vendors.
- Track incidents until closure.
- Perform basic data validation and troubleshooting.
- Support application releases, enhancements, testing and production activities.
- Conduct refresher training whenever required.
- Prepare user guides/SOPs for new processes and system functionalities.
- Track recurring issues and coordinate permanent resolution.

Key Performance Areas

- Timely resolution of CRM and application-related issues.
- Accuracy of MIS, compliance and operational reports.
- Timely completion of billing and commission support activities.
- Effective user support and training.
- Successful implementation of new projects and application enhancements.
- Timely provisioning and maintenance of user access.
- Effective coordination between business, IT, vendors and application teams.
- Reduction of recurring system/application issues through proper analysis and follow-up.

📌 Crm Executive (Mumbai Suburban)
🏢 Microscan Infocommtech
📍 Mumbai Suburban