CRM Sr. Executive

*CRM SR. EXECUTIVE*

The Senior CRM Executive will play a key role in managing and guiding the CRM team, ensuring that all customer interactions are handled with professionalism, empathy, and efficiency. The position involves resolving escalations, mentoring team members, and enhancing the customer support process through technical insights and leadership.

*Key Responsibilities:*

* Supervise CRM Executives and ensure high service quality and TAT adherence

* Handle escalated queries and resolve customer concerns effectively.

* Monitor ticket flow, assign priorities, and ensure timely closures.

* Train and support team members on SOPs and customer handling techniques.

* Collaborate with departments (Operations, Technical, QA) to resolve complex issues.

* Generate reports using CRM dashboards for performance reviews.

* Uphold a customer-first approach in all team functions.

*Required Skills & Competencies:*

*Soft Skills*

* Conflict Resolution

* Patience & Empathy

* Multitasking & Prioritization

* Team Mentoring

* Escalation Handling

* Communication Skills: Verbal, Written, Convincing Ability, English Fluency – Most Preferable

*Technical Skills*

* Advanced Excel like Pivot Table,V lookup H lookup

* CRM Software Knowledge (e.g., Zoho, Freshdesk or other)

* Dashboard Management

* Ticket Handling & Process Optimization

*Qualifications:*

* Bachelor’s degree in any relevant discipline.

* 2–3 years of experience in customer service or CRM roles, with at least 1 year of team lead experience.

*Key Performance Indicators (KPIs):*

* Customer Satisfaction (CSAT)

* First Response & Resolution Times

* Escalation Rate

* SLA Compliance

* Coaching & Feedback Implementation

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person