CRM Specialist

Coindcx

3 - 6 years

5 - 8 Lacs

bengaluru

Posted:2 hours ago| Platform:

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Skills Required

chatbot customer operations customer relationship dashboard development customer service root cause analysis artificial intelligence sprinklr stakeholder management integration process automation reporting communication skills crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance
If you re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates
The CRM Specialist Sprinklr will be responsible for managing, optimising, and enhancing the Sprinklr platform to improve customer experience, agent efficiency, and business insights
This role involves end-to-end ownership of CRM workflows, dashboards, integrations, and analytics to ensure seamless handling of customer interactions and enable data-driven decision-making
The ideal candidate is expected to have hands-on expertise in Sprinklr modules (Care, Insights, Social, Reporting, and Knowledge Base) and a deep understanding of customer operations and process automation
You need to be a HODLer of these Strong hands-on experience with Sprinklr (Care, Insights, Reporting, and KB modules)
Good understanding of CRM workflows, customer ticket lifecycle, and escalation handling
Proficient in reporting, dashboard creation, and root cause analysis
Knowledge of dynamic flows, BOT interactions, and self-serve enablement
Excellent analytical, communication, and stakeholder management skills
Ability to manage multiple priorities and work cross-functionally
Bachelor s degree in Business, Information Systems, or related field
3-6 years of experience in CRM or Customer Operations roles
Prior experience managing or administering the Sprinklr platform is mandatory
Certification in Sprinklr (preferred) or equivalent CRM tools
Exposure to process automation, chatbot integration, or AI-based ticket classification
Experience in BFSI, Fintech, or BPO environments
Strong understanding of customer service metrics (AHR, FRT,FURT, CSAT, etc)
You will be mining through these tasksPlatform Management & Configuration Own and manage day-to-day operations within the Sprinklr CRM platform
Configure workflows, routing rules, queues, macros, and automation logic
Maintain and update Knowledge Base (KB) content to drive agent self-sufficiency
Ensure optimal utilisation of all Sprinklr modules across teams
Process Optimisation & Automation Identify process gaps and implement automation to improve TAT and agent productivity
Develop and manage dynamic workflows for ticket lifecycle, assignment, and escalation
Partner with tech teams to integrate Sprinklr with other enterprise systems (CRM, Chatbots, Email, etc)
Analytics & Reporting Build and maintain performance dashboards for operational and leadership reporting
Analyse ticket drivers, SLA adherence, and customer satisfaction trends
Provide actionable insights to improve process efficiency and CX metrics
Cross-Functional Collaboration Collaborate with Trade Ops, Custody Ops, Tech, and Product teams for CRM-related enhancements
Drive adoption of Sprinklr features across internal stakeholders through training and communication
Partner with the Sprinklr account team and external teams/agencies for platform upgrades, new feature rollouts, and issue resolution
Governance & Compliance Ensure CRM processes adhere to data privacy, compliance, and audit requirements
Maintain documentation for configurations, workflows, and release changes

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