Customer Relationship Management Executive

About us:

Hetero Healthcare Ltd is a leading Innovative Pharmaceutical Company in India, headquartered at Hyderabad. We aim to improve the quality life of the people with our product line and along with a continuous Research and Development process.

We build on our company's strengths with our vertical integration of marketing division with novel discovery Research, Process Chemistry, and Formulation Development. We believe that new medicines are an integral part of the healthcare system, Hetero Healthcare helps patients better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of

Products and vertically aligned business model for upliftment the human life.

We are seeking a motivated and customer-focused CRM Executive to join our dynamic team. In this role, you will play a pivotal part in

maintaining and enhancing customer relationships through effective communication, campaign management, and call handling. This

position involves a blend of customer support responsibilities and call centre-based tasks.

Responsibilities:

Call Handling:

• Answer incoming customer calls promptly and professionally.
• Address customer inquiries, concerns, and complaints efficiently.
• Provide accurate and helpful information regarding products, services, or account details.
• Resolve customer issues in a timely and satisfactory manner.
• Escalate complex problems to relevant team members or supervisors.

Campaign Management:

• Assist in the execution of CRM campaigns, including email marketing, SMS campaigns, and other initiatives.
• Track and analyse campaign performance metrics.
• Gather customer feedback and insights to improve campaign effectiveness.

Customer Support:

• Provide exceptional customer service through various channels, including phone, email, and chat.
• Maintain detailed and accurate records of customer interactions.
• Identify opportunities for upselling or cross-selling products/services.
• Proactively reach out to customers to address potential issues or concerns.

Data Management:

• Update and maintain customer records in the CRM database.
• Ensure data accuracy and integrity.

Team Collaboration:

• Work collaboratively with other CRM team members to achieve team goals.
• Share knowledge and best practices with colleagues.

Required skills:

Education:

Experience:

• 2-4 years of experience in customer service, call centre, or CRM-related role.
• Fresh graduates with strong communication and interpersonal skills may also be considered.

Skills:

• Excellent verbal and written communication skills in English, Hindi, and Telugu.
• Strong interpersonal and customer service skills.
• Proficiency in using CRM software and other relevant tools (e.g., Microsoft Office Suite).
• Ability to multitask and prioritize effectively.
• Problem-solving and decision-making skills.
• Adaptability and willingness to learn.