Customer Relationship Management Specialist

Location:

Industry:

Experience:

Salary Range:

About the Role-

Senior CRM– Retail

Key Responsibilities-

• Manage and oversee customer queries and complaints related to

  retail stores

  via phone, email, and other communication channels.
• Handle

  escalated customer issues

  with professionalism and timely resolution.
• Coordinate with

  store teams, warehouse, logistics, and operations

  for quick and effective issue closure.
• Ensure accurate

  recording and updating of customer interactions

  in CRM systems.
• Track customer feedback, complaints, and recurring issues to identify improvement areas.
• Support smooth handling of

  returns, exchanges, billing issues, and delivery-related concerns

  for retail customers.
• Monitor CRM reports and share insights with management for service improvement.
• Assist in defining and improving

  CRM SOPs and customer service processes

  .
• Act as a bridge between customers and internal teams to maintain a consistent customer experience across stores.
• Mentor or guide junior CRM/support team members when required.

Skills & Qualifications-

• 4–6 years of experience in

  Retail CRM / Customer Support

  , preferably in fashion or lifestyle retail.
• Strong verbal and written communication skills.
• Experience in handling

  customer escalations and complex cases

  .
• Good understanding of

  retail operations, store processes, billing, and customer service workflows

  .
• Proficiency in CRM tools and MS Excel.
• Strong analytical and problem-solving skills.
• Organized, detail-oriented, and able to work in a fast-paced retail environment.
• Customer-first mindset with a proactive approach.

How to Apply?

deeksha@mbkb.org