Job Title: Customer Relationship Executive
Location: Sharnam Metrolinks, Amraiwadi, Ahmedabad
Working Days: 6 Days a Week
Department: MDO
Reporting To: COO
Employment Type: Full-Time
Job Summary
We are looking for an experienced and customer-focused Senior CRM professional to manage customer relationships, ensure excellent after-sales service, handle escalations, and improve customer retention. The candidate will be responsible for maintaining long-term client satisfaction and strengthening brand loyalty.
Key Responsibilities
1. Customer Relationship Management
- Maintain strong relationships with existing customers.
- Act as the main point of contact for key clients.
- Regularly follow up with customers to ensure satisfaction.
2. After-Sales Service Management
- Handle post-sales coordination including order tracking, delivery updates, and issue resolution.
- Manage customer complaints and ensure timely closure.
- Coordinate with production, warehouse, and dispatch teams for smooth order fulfillment.
- Ensure proper documentation of customer issues and solutions.
3. Complaint & Escalation Handling
- Address customer grievances professionally within defined TAT.
- Escalate critical issues to management when required.
- Maintain complaint records and prepare analysis reports.
4. Customer Retention & Feedback
- Conduct feedback calls after delivery.
- Identify repeat business opportunities.
- Suggest improvements based on customer feedback.
- Work on reducing return rates and improving service quality.
5. CRM System & Reporting
- Maintain updated customer database.
- Track order status, payment follow-ups, and service records.
- Prepare weekly and monthly CRM performance reports.
- Monitor KPIs such as repeat orders, complaint ratio, and response time.
6. Team Coordination
- Guide junior CRM executives.
- Set service standards and monitor team performance.
- Train team on communication and service excellence.
Required Skills & Qualifications
- Bachelor’s degree (MBA preferred).
- 4–8 years of experience in CRM / After-Sales Service.
- Strong communication and problem-solving skills.
- Good knowledge of CRM software and MS Excel.
- Ability to handle customer escalations professionally.
Language Requirement (Mandatory)
Candidate must be fluent in 4 languages:
- Hindi
- English
- Gujarati
- (Any one additional regional language preferred – e.g., Marathi / Rajasthani / Punjabi / etc.)
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹40,000.00 per month
Work Location: In person
