CRM - Team lead

Job Description

Budget - 35k in hand (apply only if you are okay with the budget) We are seeking an experienced and dynamic CRM Team Leader to manage our in-house customer service team. You will lead a team of agents handling inbound/outbound calls, customer queries, complaints, and retention. Your role will be pivotal in ensuring a seamless customer experience and driving customer satisfaction and loyalty. Key Responsibilities: Lead and supervise a team of CRM executives (2-3 members). Monitor daily operations including call handling, ticketing, and escalations. Set clear performance metrics and ensure SLAs/TATs are met. Handle escalated customer issues with prompt resolution. Analyze feedback and suggest improvements to enhance customer satisfaction. Coordinate with logistics, plant, and tech teams for smooth service execution. Maintain documentation of complaints, feedback, and closures. Prepare weekly/monthly reports on team performance and customer trends. Train new CRM hires and conduct periodic refreshers for the team. Manage IVR system efficiency and suggest tech/process improvements. Requirements: Minimum 2–3 years of experience in customer service, preferably in a B2C setup. Prior experience as a Team Leader or Senior CRM Executive. Strong communication skills in English and Hindi. Ability to handle pressure, multitask, and lead a small team. Familiarity with CRM tools, ticketing software, and IVR systems. Graduation mandatory; MBA/PG preferred but not compulsory. To apply, send your CV to hr@clouddhobi.com Subject Line: Application – Team Leader CRM Show more Show less