Job Title: Lead CRM - (M/F)
Experience: 7 - 15 years
Location: M.G. Road, Agra
Employment Type: Full-time
Job Description:
We are looking for an experienced and customer-focused professional to join our team as a Customer Relationship Manager. As a Customer Relationship Manager, you will play a pivotal role in fostering positive relationships with our customers, ensuring their satisfaction, and driving customer loyalty. The ideal candidate should have a proven track record in customer relationship management, excellent communication skills, and a passion for delivering exceptional customer experiences.
Roles and Responsibilities:
1. Customer Engagement:
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Build and maintain strong, positive relationships with customers through regular communication and engagement.
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Proactively reach out to customers to gather feedback and address concerns.
2. Customer Satisfaction:
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Monitor and assess customer satisfaction levels through surveys, reviews, and direct interactions.
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Implement strategies to enhance overall customer satisfaction and loyalty.
3. Issue Resolution:
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Act as a point of contact for customer inquiries, concerns, and escalations.
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Work closely with internal teams to address and resolve customer issues promptly.
4. Customer Retention:
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Develop and execute customer retention strategies to reduce churn and increase customer lifetime value.
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Implement loyalty programs and incentives.
5. Communication:
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Communicate product updates, promotions, and relevant information to customers.
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Provide clear and timely information to customers regarding their inquiries.
6. Documentation and Reporting:
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Maintain accurate and detailed records of customer interactions and transactions.
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Generate regular reports on customer satisfaction and engagement metrics.
Qualifications:
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Master's degree in Business, Marketing, or a related field.
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8 to 15 years of experience in customer relationship management roles in which at least 6 years in team handling is mandatory.
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Proven track record of successfully managing and retaining customer accounts.
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Excellent verbal and written communication skills.
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Ability to communicate effectively with customers and internal teams.
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Strong problem-solving skills with the ability to address customer issues and find satisfactory solutions.
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Empathetic and customer-focused approach in understanding and addressing customer needs.
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Proficiency in using Customer Relationship Management (CRM) software.
