Job Description – CRM Executive (D2C Brand)
Position: CRM Executive
Location: Gurugram (Work from Office)
Department: Customer Experience / CRM
About the Role
We are looking for a customer-focused and proactive CRM Executive to manage customer interactions across multiple channels and ensure an exceptional customer experience. The ideal candidate will handle customer queries, resolve complaints, coordinate with internal teams, and maintain accurate customer records while contributing to customer satisfaction and retention.
Key Responsibilities
- Respond to customer queries via phone, email, WhatsApp, social media, and chat in a timely and professional manner.
- Resolve customer complaints, product-related concerns, order issues, and refund/replacement requests.
- Coordinate with logistics, warehouse, and internal teams to ensure prompt issue resolution.
- Track customer orders and provide regular updates regarding deliveries and returns.
- Maintain accurate customer records and interactions in the CRM system.
- Monitor customer feedback and escalate recurring issues to relevant stakeholders.
- Ensure adherence to defined SLAs and maintain high customer satisfaction (CSAT).
- Assist in customer retention initiatives and post-purchase engagement activities.
- Generate daily, weekly, and monthly CRM reports and analyze customer trends.
- Support customer engagement campaigns, loyalty programs, and promotional activities.
- Stay updated on company products, offers, and policies to provide accurate information.
Qualifications & Skills
- Bachelor's degree in any discipline.
- 1–3 years of experience in Customer Support, CRM, or Customer Success, preferably in a D2C or e-commerce brand.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask and work in a fast-paced environment.
- Customer-centric approach with strong attention to detail.
Preferred Skills
- Familiarity with customer retention and loyalty programs.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) Score
- First Response Time (FRT)
- Average Resolution Time (ART)
- SLA Adherence
- Customer Query Resolution Rate
- Customer Retention & Repeat Purchase Support
- Accuracy of CRM Data & Reports
Pay: ₹20,078.06 - ₹30,539.86 per month
Benefits:
- Flexible schedule
- Provident Fund
Work Location: In person
