CRM Executive
CRM Executive
Posted on :
20-12-2024
Employer Active
1 Vacancy
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Job Description
As a CRM Executive you will be the primary point of contact for customers responsible for managing and resolving their issues effectively. Your role will involve understanding customer concerns providing timely responses and ensuring high levels of customers satisfaction. You will utilize CRM tools to manage customers data and interactions ensuring a seamless experience for all customers.
Key Responsibilities:
- Customers Interaction and Support:
- Serve as the main contact for customers understanding their issues and providing solutions over calls and emails.
- Manage customers relationships by addressing concerns promptly and maintaining regular communication.
- Escalate complex issues to the appropriate departments while ensuring customers are informed throughout the process.
- CRM Management:
- Use CRM tools to manage and update customers information ensuring data accuracy.
- Track and document customers interactions and resolutions within the CRM system.
- Generate and analyze reports from CRM tools to monitor customers satisfaction and identify areas for improvement.
- Customers Retention:
- Proactively engage with customers to ensure their needs are met and they remain satisfied with the services provided.
- Identify opportunities to enhance customers relationships and increase customer retention.
- Coordination and Collaboration:
- Work closely with internal teams such as sales marketing and customer support to ensure a cohesive approach to customers management.
- Communicate customers feedback to relevant teams to improve service delivery and product offerings.
- Continuous Improvement:
- Stay informed about the latest CRM practices and tools to continuously improve customers management processes.
- Suggest and implement enhancements to customers communication and issue resolution processes.
Key Performance Indicators (KPIs):
- Customers satisfaction scores (e.g. Net Promoter Score)
- Response and resolution time for customers issues
- Customers retention rate
- Accuracy and completeness of CRM data
- Number of escalations and successful resolutions
Qualifications:
- Bachelors degree in business administration Customer Service or related field.
- Experience in a customerfacing role preferably in a CRM or customers management capacity.
- Strong communication skills with the ability to effectively manage customers interactions.
- Ability to handle customers issues calmly and professionally.
- Strong organizational skills and attention to detail.
Preferred Skills:
- Experience in data entry and management within CRM systems.
- Familiarity with customer service best practices.
- Ability to work independently and as part of a team.
customer,customer support,data accuracy,organizational skills,crm tools,customer service,problem-solving,customer interaction,crm,management,communication
Employment Type
Full Time
Key Skills
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