Customer Relationship Manager

Role Overview

As a CRM Agent, you will be the personal operations manager for customers in your assigned zone.

You will own the full journey — from on-boarding and partner assignment to service monitoring,

trigger handling, complaint resolution, and escalations — ensuring every client and service partner

has a smooth, high-quality experience.

Your mission is simple: happy pets, happy customers, happy partners — all delivered through

operational excellence, outstanding communication, and a passion for service.

Key Responsibilities

Customer Relationship Management

Welcome and on-board new customers; introduce yourself as their dedicated point of contact

Assign suitable service partners (walkers, trainers, groomers, vets) based on customer needs

Monitor on-going subscriptions and service quality

Trigger & Escalation Handling

Respond immediately to complaints and quires.

Proactively resolve issues with empathy and speed

Escalate complex cases to Team Leads or Auditors when required

Partner Coordination

Communicate daily with service partners to ensure punctuality, quality, and customer satisfaction

Coordinate replacement partners if the primary partner is unavailable

NPS & Customer Satisfaction

Understand, track, and work actively to improve Net Promoter Score (NPS) and Customer

Satisfaction Score (CSAT) for your zone

Analyse feedback, identify trends, and recommend improvements to increase customer loyalty

Share actionable insights with the team to help elevate overall service standards

Department Growth & Strategy

Actively participate in shaping department strategies and operational improvements

Suggest new ideas for enhancing efficiency, customer experience, and retention

Contribute to building a scalable CRM model for future cities and zones

Operational Excellence

Maintain accurate records in the internal CRM system

Use Freshchat, Exotel, and internal dashboards effectively to track every interaction

Follow SOPs and contribute to improving operational processes

Customer Retention

Build long-term relationships with customers to encourage subscription renewals

Identify upselling or cross-selling opportunities for additional services