Job Description – CRM Executive
Company: Sree Gokulam Speed and Safe Courier Service Pvt. Ltd.
Job Title: CRM Executive
Location: Kaloor, Kochi
Working Hours: 9:30 AM – 6:00 PM
Salary: ₹10,000 – ₹15,000 per month
Number of Openings: 2
Experience: Courier industry experience preferred.
Job Summary
Sree Gokulam Speed and Safe Courier Service Pvt. Ltd. is looking for a proactive and customer-focused CRM Executive to manage customer relationships, handle service inquiries, resolve customer concerns, and ensure a high level of customer satisfaction. Candidates with prior experience in the courier, logistics, or transportation industry will be given preference.
Key Roles & Responsibilities
- Handle customer inquiries, complaints, and service requests through phone, email, and other communication channels.
- Build and maintain strong relationships with customers by providing timely and effective support.
- Coordinate with branch offices, hub operations, and delivery teams to ensure prompt resolution of customer issues.
- Track courier shipments and provide customers with accurate delivery updates.
- Register, monitor, and close customer complaints within the defined turnaround time (TAT).
- Escalate unresolved issues to the concerned departments and follow up until closure.
- Maintain customer records and update all interactions accurately in the CRM system.
- Prepare daily, weekly, and monthly CRM reports and customer feedback summaries.
- Follow up with customers to ensure satisfaction after issue resolution.
- Assist in improving customer retention by maintaining excellent service standards.
- Support branch operations by coordinating service-related communication between customers and internal teams.
- Identify recurring customer issues and recommend process improvements.
- Ensure compliance with company policies and customer service standards.
- Perform any additional CRM or customer service responsibilities assigned by management.
Required Qualifications
- Bachelor's Degree in any discipline.
- Courier or logistics industry experience is preferred.
- Freshers with excellent communication skills may also apply.
Required Skills
- Good verbal and written communication skills in English and Malayalam.
- Strong customer handling and problem-solving abilities.
- Basic computer knowledge, including MS Office and CRM software.
- Ability to manage multiple customer requests efficiently.
- Good coordination and follow-up skills.
- Positive attitude and customer-centric approach.
- Ability to work under pressure and meet service timelines.
Pay: ₹10,000.00 - ₹15,000.00 per month
Work Location: In person
