Job Description – CRM Executive (Customer Relationship Management)Department: Sales / Customer Relationship ManagementReporting To: CRM Manager / Sales ManagerPosition Overview
CRM Executive ka main role company aur customers ke beech strong relationship maintain karna hai. Is role mein customer inquiries handle karna, orders ka follow-up karna, production aur dispatch team ke saath coordination rakhna, complaints resolve karna aur customer ko best service experience dena shamil hai.
Roles & Responsibilities
- Existing aur new customers ke saath regular follow-up aur relationship maintain karna.
- Customer inquiries, calls, WhatsApp aur emails ka timely response dena.
- Customer orders receive karna aur unki complete details system mein update karna.
- Production team ke saath order status coordinate karna aur customer ko regular updates dena.
- Dispatch team ke saath coordination karke timely delivery ensure karna.
- Customer complaints aur issues ko understand karke unka quick resolution karwana.
- Sales team ko customer-related support aur order information provide karna.
- Customer database, contact details aur order history ko CRM/ERP system mein update rakhna.
- Pending orders, payments aur dispatch ka regular follow-up karna.
- New jewellery collections, offers aur schemes ki information customers tak pahunchana.
- Customer feedback collect karna aur management ko improvement ke liye report karna.
- Daily, weekly aur monthly CRM reports prepare karna.
- Customer records aur company information ki confidentiality maintain karna.
- Company policies aur customer service standards ka proper follow karna.
Required Qualification
- Graduate in any stream.
- CRM, Customer Support ya Sales Coordination ka experience preferred.
- MS Excel, ERP/CRM Software aur basic computer knowledge.
Required Skills
- Excellent communication skills.
- Good customer handling and relationship management.
- Strong follow-up skills.
- Problem-solving attitude.
- Coordination with multiple departments.
- Time management and multitasking.
- Basic knowledge of MS Excel and ERP software.
- Professional behaviour and positive attitude.
Key Performance Indicators (KPIs)
- Customer response time.
- Complaint resolution time.
- Order follow-up accuracy.
- On-time order updates.
- Customer satisfaction level.
- Customer retention.
- Accuracy of CRM data.
- Coordination efficiency with Production, Sales and Dispatch teams.
Pay: ₹14,352.65 - ₹40,000.68 per month
Work Location: In person
