Customer Relationship Manager

Job Summary

The Customer Relationship Manager (CRM) will act as a dedicated liaison between the company and its customers, with a primary focus on understanding customer concerns, challenges, and expectations. The role is responsible for resolving customer issues in coordination with internal teams and collecting genuine, actionable feedback to help improve business processes, customer satisfaction, and long-term relationships.

Key Responsibilities
Customer Interaction & Relationship Management

• Regularly interact with customers to understand their problems, concerns, and unmet expectations.
• Act as an independent and neutral point of contact for customers, separate from sales or business development discussions.
• Build and maintain strong, long-term relationships with key customers.

Issue Resolution & Coordination

• Identify customer issues that are not adequately addressed or Unmet
• Coordinate with internal departments (Sales, Production, Design, Accounts, Logistics, etc.) to resolve customer issues effectively and timely.
• Track complaints and resolutions to ensure closure and customer satisfaction.

Customer Feedback & Business Improvement

• Collect genuine, structured, and honest feedback from customers regarding products, services, pricing, delivery, and overall experience.
• Analyze customer feedback and highlight recurring issues, gaps, and improvement areas.
• Share insights and recommendations with management to improve business performance and customer retention.

Reporting & Documentation

• Maintain records of customer interactions, issues raised, resolutions provided, and feedback received.
• Prepare periodic reports on customer satisfaction, common issues, and improvement suggestions.
• Escalate critical or recurring issues to senior management when required.

Key Skills & Competencies

• Strong communication and interpersonal skills
• Excellent listening and problem-solving abilities
• Customer-first mindset with a focus on long-term relationship building
• Ability to handle sensitive customer issues professionally
• Good coordination and follow-up skills
• Basic understanding of CRM tools and reporting systems

Qualifications & Experience

• Bachelor’s degree in Business Administration, Marketing, or a related field (preferred)
• 2–5 years of experience in customer relationship management, customer service, or account management
• Experience working alongside sales or business development teams is an advantage

Performance Indicators

• Customer satisfaction and retention levels
• Resolution time for customer issues
• Quality and usefulness of customer feedback collected
• Reduction in recurring customer complaints
• Positive impact on overall customer experience and business improvement

Job Types: Full-time, Permanent

Pay: ₹16,000.00 - ₹28,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Food provided
• Leave encashment
• Paid sick time
• Paid time off

Work Location: In person