CRM Executive

Job Title: CRM Coordinator – Furniture Service Department
Reports To: Service Manager
Location: Gurgaon
Department: After-Sales / Customer Service

Job Summary:

We are seeking a proactive and organized CRM Coordinator to support the Furniture Service Department. This role involves coordinating with the service team, tracking service requests, and ensuring a seamless customer experience through effective use of CRM tools. The ideal candidate will work closely with the Service Manager to ensure all service-related activities are executed efficiently, professionally, and in a timely manner.

Key Responsibilities:

• Manage and update customer service cases and records in the CRM system.
• Coordinate daily with technicians, service executives, and the Service Manager to schedule and monitor service jobs (repairs, installations, inspections, etc.).
• Track customer complaints, product damages, or warranty claims and ensure prompt follow-up.
• Assign service tickets and follow up on completion reports from the field team.
• Generate service reports and share insights with the Service Manager to improve performance and customer satisfaction.
• Communicate with customers regarding service status, appointment confirmations, and feedback collection.
• Maintain accurate documentation of service visits, job cards, and parts used.
• Ensure all service records align with product warranty terms and after-sales policies.
• Support the service team by ensuring timely availability of spare parts and tools.

Qualifications & Requirements:

• Bachelor’s degree or diploma in Business Administration, Operations, or a related field.
• 1–3 years of experience in a similar coordination or CRM role (preferably in the furniture or home improvement industry).
• Experience using CRM platforms or service management software (e.g., Zoho, Salesforce, Freshdesk, etc.).
• Strong communication and customer handling skills.
• Good knowledge of MS Excel, Word, and Outlook.
• Well-organized with the ability to multitask and prioritize effectively.
• Familiarity with furniture assembly, repair processes, or logistics is an advantage.

Preferred Attributes:

• Customer-first attitude with a problem-solving mindset.
• Ability to collaborate across departments (sales, logistics, service).
• Comfortable working in a fast-paced and field-service-driven environment.

Job Types: Full-time, Permanent

Pay: ₹8,086.00 - ₹46,916.97 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Work Location: In person