We are looking for a detail-oriented and proactive Engineer – CRM to manage customer relationship processes, resolve service issues, and enhance customer satisfaction. The role involves handling customer complaints, coordinating with internal teams, maintaining CRM data accuracy, and supporting after-sales service operations to ensure a seamless customer/Team experience.
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Manage and respond to customer queries, complaints, and service requests through CRM systems.
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Track and resolve customer issues within defined turnaround times.
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Coordinate with sales, service, technical, and logistics teams for issue resolution.
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Maintain accurate customer records, complaint logs, and service histories in the CRM platform.
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Analyze complaint trends and prepare periodic reports for management review.
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Ensure timely escalation of unresolved or critical customer concerns.
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Support warranty claim processing and after-sales service coordination.
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Monitor CRM dashboards and KPIs related to customer satisfaction and response times.
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Assist in implementation of CRM improvement initiatives and process enhancements.
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Conduct root cause analysis for recurring issues and recommend corrective actions.
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Bachelor’s degree in Engineering / Technical Discipline / Related Field.
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2–5 years of experience in CRM, customer service, technical support, or after-sales operations.
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Experience in handling CRM software/tools (SAP CRM, Salesforce, Zoho, or similar platforms preferred).
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Strong problem-solving and analytical skills.
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Excellent communication and interpersonal abilities.
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Proficiency in MS Office (Excel, Word, PowerPoint).
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Knowledge of complaint management systems.
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Familiarity with warranty and service processes.
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Ability to work cross-functionally with multiple departments.
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Customer-centric mindset with strong follow-up skills.
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Complaint resolution turnaround time
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Customer satisfaction score (CSAT)
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First response time
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CRM data accuracy rate
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Number of unresolved escalations
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Customer Focus
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Attention to Detail
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Team Collaboration
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Accountability
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Time Management
