Customer Relationship Manager (CRM) – Job DescriptionJob Title
Customer Relationship Manager (CRM)
Job Summary
The Customer Relationship Manager is responsible for building and maintaining strong customer relationships, ensuring high customer satisfaction, and driving customer retention and loyalty. The role involves understanding customer needs, resolving issues, coordinating with internal teams, and identifying opportunities to improve customer experience and business growth.
Key Responsibilities
- Develop and maintain long-term relationships with customers.
- Serve as the primary point of contact for customer inquiries and concerns.
- Understand customer requirements and provide appropriate solutions.
- Monitor customer satisfaction and address issues promptly.
- Maintain accurate customer records in the CRM system.
- Conduct regular follow-ups to ensure customer engagement and retention.
- Coordinate with sales, operations, and support teams to deliver excellent service.
- Identify opportunities for upselling and cross-selling products or services.
- Prepare customer reports, feedback summaries, and relationship metrics.
- Resolve customer complaints efficiently while maintaining a positive experience.
- Support customer onboarding and account management activities.
- Analyze customer data to identify trends and recommend improvements.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Management, or a related field.
- 2–5 years of experience in customer relationship management, account management, or customer success.
- Experience using CRM platforms such as Salesforce, Zoho CRM, Microsoft Dynamics 365, or HubSpot.
- Strong communication and interpersonal skills.
- Excellent problem-solving and conflict resolution abilities.
- Good organizational and time management skills.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
Preferred Skills
- Customer-focused mindset.
- Strong negotiation and relationship-building skills.
- Ability to manage multiple customer accounts simultaneously.
- Analytical thinking and reporting skills.
- Team collaboration and stakeholder management.
- Ability to work under pressure and meet service-level expectations.
Key Performance Indicators (KPIs)
- Customer satisfaction (CSAT) score
- Customer retention rate
- Customer response and resolution time
- Customer renewal rate
- Upsell and cross-sell revenue
- Net Promoter Score (NPS)
- CRM data accuracy and completeness
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Provident Fund
- Work from home
Work Location: In person
