Customer Relationship Manager (CRM)

Role Overview

The Customer Relationship Manager (CRM) is responsible for maintaining strong customer relations through consistent communication, feedback management, billing support, and promotional updates. The role focuses on ensuring customer satisfaction, timely payments, and effective communication between customers and the Nativer operations team.

Key Responsibilities

Customer Communication

• Make daily segment-wise calls including:
• Feedback & satisfaction calls
• Bill clarification & payment reminder calls
• Offer & campaign update calls
• Delivery confirmation & thank-you calls
• Handling customer issues, queries, and complaints
• New marketing follow-up calls (cross-sell / up-sell)

Customer Relationship Management

• Maintain a positive relationship with customers through regular engagement.
• Ensure every issue is followed up and resolved with customer satisfaction.
• Coordinate with operations, delivery, and billing teams for quick resolutions.

Reporting & Documentation

• Prepare daily and weekly call reports with call count, feedback analysis, issue closure, and payment follow-ups.
• Submit effective results reports — showing improvement in retention, payment recovery, and offer response.
• Maintain and update customer interaction records in the CRM system or in console.

Performance & Target

• Achieve daily and monthly communication & conversion targets.
• Support marketing campaigns through timely follow-up calls and response tracking.

Skills & Qualifications

• Excellent communication skills in Tamil (mandatory) and basic English.
• Strong customer handling and problem-solving skills.
• Familiar with mobile CRM tools or Nithra App console operations.
• Good reporting and coordination ability.
• Minimum 1–3 years experience in customer support / telecalling / CRM preferred.
• Energetic and passionate about startup culture and customer satisfaction.

Performance Indicators (KPIs)

• Daily call completion count and quality
• Customer feedback score
• Payment collection reminders & success rate
• Offer campaign conversions
• Issue resolution turnaround time
• Customer retention & satisfaction rate

Work Schedule

Timing: 9:30 AM – 6:00 PM

Reporting To: Operations / Customer Experience Manager

Work Type: Full-time (On-site at Erode)

Job Type: Full-time

Pay: ₹12,000.00 - ₹15,000.00 per month

Work Location: In person