Job Summary
The Customer Relationship Management (CRM) is responsible for building and maintaining strong relationships with customers, ensuring customer satisfaction, handling customer queries and complaints, and improving customer retention and loyalty. The role involves coordinating with internal departments to deliver excellent customer service and enhance the overall customer experience.
Key Responsibilities
- Develop and maintain positive relationships with customers and clients.
- Handle customer inquiries, complaints, and feedback professionally and promptly.
- Ensure high levels of customer satisfaction and service quality.
- Maintain and update customer databases and records.
- Follow up with customers regarding their concerns and service requirements.
- Coordinate with operations, sales, and other departments to resolve customer issues.
- Conduct customer satisfaction surveys and analyze feedback.
- Prepare periodic reports on customer interactions, complaints, and resolutions.
- Develop customer retention and engagement strategies.
- Monitor service standards and identify opportunities for process improvement.
- Build long-term relationships to increase customer loyalty and repeat business.
- Ensure adherence to company policies and service standards.
Required Qualifications
- Bachelor's Degree in Business Administration, Marketing, Hospitality, or a related field.
- 2-5 years of experience in Customer Service or Customer Relationship Management.
- Experience in the hospitality or food industry is preferred.
Required Skills
- Excellent communication and interpersonal skills.
- Strong customer service orientation.
- Problem-solving and conflict-resolution abilities.
- Good organizational and multitasking skills.
- Proficiency in MS Office and CRM software.
- Ability to work under pressure and manage multiple customer requirements.
- Strong follow-up and relationship management skills.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Customer Retention Rate
- Complaint Resolution Time
- Customer Feedback Ratings
- Repeat Business and Customer Engagement Levels
Working Hours
As per company policies and operational requirements.
Compensation & Benefits
As per company policy and applicable statutory requirements.
Pay: From ₹25,000.00 per month
Benefits:
Work Location: In person
