Customer Relationship Executive

Job Overview:

We are looking for a soft-spoken, courteous, and customer-focused professional to join our team as a CRM Executive – Post-Sales Support. The ideal candidate will be responsible for engaging with customers/buyers, ensuring a smooth post-sales experience, resolving queries with empathy, and maintaining long-term relationships through clear and calm communication.

Key Responsibilities:

Customer Relationship Management:

1. Build and maintain long-term relationships with customers.
2. Act as the primary point of contact for client communications and escalations.
3. Regularly check in with customers to ensure satisfaction and identify improvement opportunities.
4. Maintain a detailed customer database (interactions, purchase history, feedback).

Customer Retention & Loyalty:

1. Develop and implement customer retention strategies.
2. Monitor churn rate and implement corrective actions.
3. Drive loyalty programs, referral schemes, and personalized engagement initiatives.
4. Conduct customer satisfaction surveys (NPS, CSAT, CES) and track improvement.

Sales Support & Revenue Growth:

1. Collaborate with the sales team to upsell and cross-sell products/services.
2. Identify and nurture high-value accounts for long-term growth.
3. Track customer purchase cycles and recommend upgrades/renewals.
4. Contribute to achieving revenue targets from existing customers.

Customer Service & Issue Resolution:

1. Ensure timely resolution of customer queries, complaints, and escalations.
2. Work with internal teams (tech, product, operations) to resolve issues.
3. Develop SLAs (Service Level Agreements) and ensure adherence.
4. Reduce average resolution time and improve first-contact resolution.

Data & Insights:

1. Collect, analyze, and report customer data (behavior, feedback, engagement patterns).
2. Generate insights for product and marketing teams to improve offerings.
3. Use CRM tools (HubSpot, Salesforce, Zoho, Freshdesk, etc.) to track engagement and effectiveness.
4. Present monthly reports on customer health scores, churn, and satisfaction.

Process Improvement & Automation:

1. Implement customer success automation workflows (email sequences, ticket routing).
2. Standardize onboarding, engagement, and support processes.
3. Recommend improvements to CRM systems and customer experience journeys.
4. Monitor performance against KPIs and suggest efficiency measures.

Cross-Functional Collaboration:

1. Work closely with product teams to communicate customer needs/feedback.
2. Support marketing in creating customer-centric campaigns.
3. Collaborate with R&D to align features with customer requirements.
4. Partner with operations/logistics to ensure seamless delivery and post-sales service.

Requirements:

1. Bachelor's degree in business administration, Marketing, or a related field.
2. Experience in product-based industries such as electronics, appliances, healthcare, or e-commerce.
3. Familiarity with CRM platforms like Salesforce, Zoho CRM, or Freshdesk.
4. Prior experience in CRM, customer service, telesales, or post-sales support is preferred.
5. Soft-spoken, polite, and professional communication style.
6. Strong interpersonal skills and a customer-first attitude.
7. Comfortable using CRM tools and basic computer applications.
8. Fluency in English and Hindi is mandatory.
9. Ability to multitask and manage time effectively.

Working Conditions:

Full-time position with standard working hours i.e. 9 AM - 6 PM, Monday to Saturday.

What we offer:

1. Competitive salary & benefits.
2. Professional growth opportunities.
3. Inclusive & collaborative culture.
4. Sick, casual and privilege leaves.

CTC Lower Range:

₹ 1,44,000

CTC Upper Range:

₹ 2,40,000