Job
Description
COMPETENCY-BASED JOB DESCRIPTION Position Title Executive CRM Employee Name Reports to Head CRM Created on Current Designation Department Channel Sales Minimum Qualification Diploma/ITI/Degree Revised on Minimun Work Experience 1 - 2 Years Developing and managing relationships with channel partners, leveraging our Customer Relationship Management (CRM) system to drive sales growth, Functions/ Tasks: and enhance customer satisfaction. This role requires strong communication skills, a thorough understanding of sales processes, and the ability to work collaboratively with internal teams and external partners. Primary Professionally answer incoming calls from potential and existing customers regarding channel sales, product information, pricing, and promotions. Make outbound calls to follow up on inquiries, provide updates, and nurture leads generated through channel partners. Actively listen to customer needs and provide accurate and relevant information. Respond promptly and efficiently to customer inquiries received via phone, email, or other channels. Accurately document all customer interactions, inquiries, and resolutions in the CRM system. Escalate complex issues or inquiries to the appropriate team members or departments. Clearly and concisely explain product features, benefits, and pricing to customers. Provide information about our channel partners, their locations, and how customers can connect with them. Develop a strong understanding of our products, services, and channel partner program. Identify potential leads and opportunities during customer interactions and forward them to the relevant Channel Sales team members. Provide basic support to channel partners by answering their queries and directing them to appropriate resources. Follow-up delivery, payment, installation, and site visit of the engineers or technicians Identify and report on customer feedback and trends to help improve processes and services. Prepare quotation Attend the enquireis of walkin customers Maintain accurate and up-to-date customer records and interaction logs in the CRM system. Prepare monthly report Ensure a high level of customer satisfaction through professional communication, problem-solving, and follow-up. Secondary Assist with outbound calling campaigns related to marketing promotions or channel partner events. Gather customer feedback on marketing materials and campaigns. Work closely with the Channel Sales team to ensure smooth communication and information flow. Provide administrative support to the sales team as needed. Skills Required Proficiency Level Required Evaluation Method Communication Advanced Observation&feedback Organisational Advanced Observation&feedback Problem-solving Advanced Observation&feedback Interpersonal skills Advanced Observation&feedback Analytical Skills Advanced Observation&feedback Negotiation Skills Advanced Observation&feedback Organizational Skills Intermediate Observation&feedback Time management Advanced Observation&feedback Adaptability Advanced Observation&feedback Knowledge Required Proficiency Level Required Evaluation Method Product Knowledge Expert Observation&feedback Industry Knowledge Expert Observation&feedback Channel Sales Expert Observation&feedback Company Policies Expert Observation&feedback Technical Knowledge Expert Observation&feedback Personal Attributes Required Definition Results-Oriented Driven to achieve targets and exceed expectations Problem-Solving Ability to identify and resolve sales-related issues Time Management Effective organization and prioritization skills Strategic Thinking Forward-thinking and proactive Adaptability Flexibility to adjust to changing market conditions Accountability Taking ownership of results and holding oneself and others accountable. Resilience Ability to handle pressure and setbacks Continuous Learning Staying updated on industry trends, sales techniques, and leadership skills Description of Proficiencies Proficiency Scale: 1 to 8 Proficiency Level Description 1 Very Limited Has only theoretical understanding 2 Limited Can perform under full guidance 3 Elementary Can perform under some guidance 4 Average Can perform independently 5 Intermediate Can perform independently & Troubleshoot 6 Advanced Can perform independently, trouble shoot & train 7 Expert Can perform independently, trouble shoot, train and lead Can be an subject level expert, and influence 8 Legend procedures/norms Additional Skills/Talent: Signature of the Employee: Signature of HOD:
