ob Title: Customer Relationship Management (CRM) Specialist
Department: Sales / Customer Service
Reports to: Head of Sales
Job Summary:
The Customer Relationship Management (CRM) Specialist is responsible for fostering strong relationships with customers, ensuring their satisfaction, and supporting the business's revenue goals by managing customer communications, addressing concerns, and overseeing the timely collection of payments. This role involves using CRM systems, maintaining detailed records, coordinating with internal teams, and proactively engaging with clients to build trust and loyalty.
Key Responsibilities:
1. Customer Relationship Building
- Develop and maintain strong, long-lasting relationships with clients through regular communication (phone, email, in-person visits).
- Serve as the primary point of contact for customer inquiries, resolving issues promptly and professionally.
- Understand customers' needs and objectives to provide personalized support and recommend appropriate solutions or services.
- Conduct periodic account reviews and follow-ups to ensure continued satisfaction and identify opportunities for upselling or cross-selling.
2. CRM System Management
- Utilize CRM software to track customer interactions, update contact information, and log relevant activities.
- Maintain accurate and up-to-date customer records, contracts, and correspondence.
- Generate reports and analyze customer trends to inform sales strategies and service improvements.
3. Collections and Payment Management
- Monitor customer accounts to ensure timely payments and address any outstanding balances.
- Initiate courteous but firm follow-ups on overdue accounts via calls, emails, and written correspondence.
- Negotiate payment terms or settlements within company guidelines when necessary.
- Collaborate with the finance or accounting team to reconcile accounts and resolve payment discrepancies.
4. Customer Retention and Feedback
- Implement and support loyalty programs or initiatives designed to enhance customer retention.
- Solicit feedback through surveys, calls, or informal conversations to identify areas for improvement.
- Address and escalate customer complaints or concerns when required, ensuring swift and satisfactory resolution.
5. Internal Collaboration
- Work closely with sales, marketing, operations, and finance teams to deliver a seamless customer experience.
- Provide customer insights to support product development and service enhancements.
- Participate in training sessions and team meetings to stay updated on company offerings and policies.
Key Skills & Competencies:
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- High emotional intelligence and empathy
- Solid negotiation and conflict-resolution skills
- Proficiency in CRM software (e.g., Salesforce,)
- Basic understanding of accounting and invoicing processes
- Attention to detail and strong organizational skills
- Ability to handle confidential information with discretion
Qualifications:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (preferred)
- 5 years of experience in customer service, account management, collections, or CRM-related roles
- Familiarity with customer service principles and practices
Pay: ₹30,000.00 - ₹50,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Provident Fund
Work Location: In person
