Job Description – Customer Relationship Management (CRM)
Position: Customer Relationship Management (CRM) Executive
Location: Kondalampatti, Salem
Experience: Minimum 2 Years of Experience
Education: Graduation
Salary: ₹15,000 – ₹18,000 per month
Language Requirement: Malayalam (Mandatory)
Job Summary
We are seeking a dynamic and customer-focused CRM Executive to manage customer relationships, address customer concerns, maintain service quality, and ensure customer satisfaction. The ideal candidate should possess excellent communication skills in Malayalam and have experience in handling customer interactions, complaints, and service coordination.
Key Roles & ResponsibilitiesCustomer Relationship Management
- Build and maintain strong relationships with customers.
- Act as the primary point of contact for customer inquiries and support.
- Ensure prompt resolution of customer complaints and service issues.
- Follow up with customers regarding service updates and feedback.
Customer Support & Service Coordination
- Handle customer calls, emails, and service requests professionally.
- Coordinate with operational teams to ensure timely service delivery.
- Track and monitor customer concerns until closure.
- Maintain high levels of customer satisfaction and retention.
Complaint Handling
- Record, investigate, and resolve customer complaints efficiently.
- Escalate critical issues to management when required.
- Analyze recurring complaints and recommend corrective actions.
Customer Feedback & Retention
- Collect customer feedback regularly and prepare reports.
- Conduct customer satisfaction surveys and follow-up activities.
- Implement strategies to improve customer loyalty and retention.
Documentation & Reporting
- Maintain accurate customer records and interaction history.
- Prepare daily, weekly, and monthly CRM reports.
- Update customer databases and ensure data accuracy.
- Generate reports on customer complaints, resolutions, and service performance.
Coordination & Communication
- Coordinate with branches, hubs, and operational departments for customer-related matters.
- Communicate service updates, delays, and resolutions to customers.
- Support management in implementing customer service improvement initiatives.
Required Skills
- Excellent communication skills in Malayalam (spoken and written).
- Good interpersonal and customer-handling skills.
- Strong problem-solving and conflict-resolution abilities.
- Basic knowledge of MS Office (Excel, Word, Outlook).
- Ability to work under pressure and handle multiple customer queries.
- Good organizational and follow-up skills.
Preferred Qualifications
- Experience in CRM, Customer Service, Customer Support, or Client Relationship Management.
- Experience in the courier, logistics, transportation, or service industry will be an added advantage.
- Ability to maintain professionalism and positive customer relationships.
Pay: ₹15,000.00 - ₹18,000.00 per month
Work Location: In person
