CRM Executive

Job Description – CRM Executive

Location: Lower Parel, Mumbai

Working Days: Monday to Saturday (2 Saturdays off in a month)

Working Hours: 10:00 AM to 6:30 PM

Experience: 2–5 Years

Role Overview

We are looking for a highly driven and customer-centric CRM Executive to manage customer interactions and ensure exceptional customer experience across all touchpoints. The role requires strong ownership, problem-solving skills, and the ability to build lasting customer relationships while ensuring timely resolution of customer concerns.

The ideal candidate should be proactive, detail-oriented, and capable of independently managing customer communication and continuously improving customer satisfaction.

Key Responsibilities

Customer Relationship & Customer Experience Management

1. Act as the single point of contact for customer interactions across channels including calls, emails, WhatsApp, chat, and social media.
2. Ensure quick, empathetic, and effective resolution of customer queries and complaints.
3. Handle customer concerns related to:
4. Product information
5. Order status and service-related queries
6. Returns and replacements
7. Refund-related concerns
8. General customer grievances
9. Maintain a customer-first approach while balancing business objectives.
10. Build long-term relationships with customers and enhance overall customer satisfaction.
11. Identify recurring issues and implement measures to reduce repeat complaints.
12. Monitor and improve customer satisfaction metrics (CSAT/NPS).

Query Resolution & Escalation Management

1. Ensure timely closure of customer complaints and escalations.
2. Coordinate with internal departments for effective issue resolution.
3. Maintain records of customer interactions and follow-up activities.
4. Ensure adherence to service standards and response timelines.
5. Escalate critical customer concerns to management whenever required.

Reporting & MIS

1. Prepare and share structured reports including:
2. Daily, Weekly, and Monthly CRM reports
3. Customer complaint analysis
4. Customer feedback trends
5. Service quality metrics
6. Customer satisfaction reports
7. Generate ad-hoc reports as required by management.
8. Analyze customer concerns and provide actionable insights for continuous improvement.

Process Improvement & Customer Success

1. Identify gaps and inefficiencies in customer handling processes.
2. Develop and maintain SOPs for:
3. Customer communication
4. Complaint handling
5. Issue escalation
6. Service recovery processes
7. Recommend process improvements to enhance customer experience.
8. Take complete ownership and accountability for CRM performance.

Key Skills & Competencies

1. Strong ownership mindset and accountability.
2. Excellent communication skills (written and verbal).
3. Strong problem-solving and decision-making ability.
4. High attention to detail.
5. Customer-centric approach with empathy and professionalism.
6. Ability to manage multiple priorities in a fast-paced environment.
7. Analytical mindset with data-driven thinking.
8. Proactive attitude and ability to work independently.

Technical Skills

1. Proficiency in MS Excel / Google Sheets (Mandatory).
2. Hands-on experience with CRM tools and customer service platforms.
3. Knowledge of reporting and MIS preparation.
4. Basic understanding of customer lifecycle management and service processes.

Preferred Experience

1. 2–5 years of experience in Customer Relationship Management (CRM), Customer Success, or Customer Service Operations.
2. Experience in handling end-to-end customer interactions and escalations.
3. Prior exposure to Cosmetics, FMCG, Retail, or Consumer Brands will be an added advantage.