Associate Manager - CRM

Role & responsibilities

To manage the Customer Relationship Management role for RDF, where the individual shall act as the pivot for maintaining positive relationships with customers and also ensure all complaints are resolved in quickly and efficiently.

A)

• Act as the primary point of contact for complex and escalated customer complaints, ensuring prompt, efficient, and satisfactory resolutions.
• Address and manage customer complaints received through various channels including phone, email, and social media. Manage phone calls/Emails/Chatbot/Online feedback channels.
• Analyze and investigate the causes of complaints to determine appropriate resolutions
• Monitoring Customer Feedback and creating a mechanism through which the related complaints are escalated to concerned departments for resolution in expected TAT

B)

• Manage and optimize the CRM platform to record customer interactions, track complaints from inception to resolution.
• Provide comprehensive reports and analytics.
• Develop and maintain a Daily/Weekly/Monthly MIS schedule to be shared with the Management team as may be required.

C)

• Design and enforce customer service policies and procedures related to complaint handling.
• Monitor and analyze customer feedback to foresee and mitigate potential issues.
• Escalate unresolved or complex complaints to senior management when needed.
• Ensure adherence to company policies and regulatory standards in complaint resolution processes
• Conduct follow-up communications with customers to confirm their satisfaction with resolutions
• Assess and continuously improve complaint handling processes.
• Facilitate team discussions on complaint trends and develop strategic plans to address issues.
• Utilize customer feedback to refine and enhance customer service strategies.
• Develop and refresh standard response templates and guidelines for addressing complaints.

D)

• Work closely with internal & external stakeholders to ensure all queries and customer complaints are effectively resolved, whilst maintaining the image of the organization.
• Train and support customer service staff on effective complaint resolution methods.

Preferred candidate profile

• Bachelors Degree in Business Administration, Marketing, Communications or a related field.
• A minimum of 5+ years of experience in a customer-facing role, with proven experience in a management or supervisory position within customer service or client relations. Duty Free business insight with Category & Product knowledge would be an added advantage.
• Excellent communication skills Multi lingual (English, Hindi and Telugu). Any knowledge of additional Indian languages is an added advantage.
• Critical Thinking Managing customer issues and complaints effectively and efficiently.
• Should be an active listener.
• A strong customer-centric attitude with a passion for understanding and exceeding customer expectations.
• Excellent time management and organizational skills to manage multiple tasks and priorities effectively.
• Open to adapt to technology and use technology effectively to support the function.
• Experience in complaint handling in a Retail or Hospitality Sector.
• Ability to use Microsoft 365 at an intermediate level.

Proficiency in CRM software (e.g., Salesforce, HubSpot, Zendesk) and strong data analysis skills (e.g., Excel, BI tools) to interpret data and identify trends