About the Role
We are hiring a tech-savvy, customer-focused CRM professional to manage customer relationships for our fast-growing online orders. This role combines customer communication, follow-ups, complaint handling, CRM operations, and sales growth, along with leading a small support team.
Key Responsibilities
CRM & Order Operations
* Manage daily online orders via Shopify/CRM dashboard
* Track abandoned carts and follow up with customers
* Maintain accurate customer data and order records
* Segment customers for repeat sales campaigns
Customer Handling (Calls, WhatsApp, Instagram, Chat)
* Respond to all customer queries promptly and politely
* Guide customers in product selection and order placement
* Maintain professional, sales-focused communication
Complaint Handling & Service Recovery
* Resolve complaints with empathy and speed
* Coordinate with packing/dispatch for quick solutions
* Turn dissatisfied customers into repeat buyers
Script, SOP & Quality Process
* Create call scripts, message templates, and SOPs
* Train team members on communication standards
* Improve response time and customer satisfaction
Sales & Retention Focus
* Convert enquiries into confirmed orders
* Plan repeat purchase follow-ups
* Suggest offers based on customer behavior
Team Management
* Lead and monitor CRM support staff
* Assign daily tasks and track performance
* Ensure no missed calls/messages during working hours
Reporting & Tech Usage
* Work with Shopify, CRM tools, Google Sheets, WhatsApp Business
* Prepare daily/weekly performance reports
Required Skills & Qualifications
* Any degree
* 2–4 years experience in CRM / Customer Support / E-commerce
* Experience in working with CRM tools
* Excellent Tamil & English communication
* Strong customer handling and convincing skills
* Good typing speed and system knowledge
* Experience leading a small team
* Sales mindset with problem-solving ability
What We Expect From This Role
* Faster customer response
* Reduced complaints
* Increased repeat orders
* Growth in online sales
Salary
Competitive, based on experience.
Pay: ₹18,000.00 - ₹25,000.00 per month
Work Location: In person
