CRM Helpdesk Executive

Role & responsibilities

The Centralised CRM Helpdesk Executive will act as the first point of contact for customers across all regions, delivering prompt and personalized assistance. The role involves handling inbound and outbound calls, managing cases, Opportunities and leads through Salesforce, and building customer engagement through lifecycle-based communications.

Key Responsibilities:

1. Case Handling and Routing in Salesforce

• Log customer complaints, queries, and feedback as cases in Salesforce Service Cloud.
• Ensure accurate routing of cases to relevant departments, stores, or escalation teams.
• Track and follow up on unresolved cases to ensure timely closures.

2. Lead Management from DTH (Direct-to-Home) Activities

• Capture and manage leads from doorstep marketing initiatives.
• Enter leads into Salesforce CRM and assign them to the appropriate store/sales team.
• Track lead progress and assist in improving conversion rates.

3. Opportunity Follow-Up

• Monitor and follow up on active opportunities in Salesforce to encourage conversions.
• Coordinate with the respective sales teams for timely customer engagement and updates.
• Escalate unresponsive or stagnant opportunities to higher authorities as needed.

4. Birthday and Anniversary Calls

• Make proactive calls to customers on birthdays and anniversaries as part of the relationship-building campaign.
• Offer special greetings, exclusive offers, and record customer feedback.
• Log all interactions in Salesforce.

5. Inbound and Outbound Calls

• Manage incoming calls from customers for queries, feedback, and product information.
• Conduct outbound calls for appointment confirmations, follow-ups, promotional campaigns, and satisfaction surveys.
• Document all call details and customer interactions in Salesforce.

Preferred candidate profile

Any Graduate with at least 2 to 4 years of experience in customer service or CRM support roles.

Familiar with Salesforce (Service Cloud/Sales Cloud) and cloud telephony systems is preferred.

Should be multi linguistic - Tamil, Kannada, Telugu, and English