Senior CRM Executive

Job Title: CRM Team Leader Executive

Location : Mota Varacha Branch

Job Type: Full-Time

Position Open: 1

Salary Budget: Up to ₹22,000 per month

Role Overview

The CRM Team Leader Executive at Sylvi will play a key role in managing and guiding the CRM team, ensuring that all customer interactions are handled with professionalism, empathy, and efficiency. The position involves resolving escalations, mentoring team members, and enhancing the customer support process through technical insights and leadership.

Key Responsibilities

* Supervise CRM Executives and ensure high service quality and TAT adherence

* Handle escalated queries and resolve customer concerns effectively.

* Monitor ticket flow, assign priorities, and ensure timely closures.

* Train and support team members on SOPs and customer handling techniques.

* Collaborate with departments (Operations, Technical, QA) to resolve complex issues.

* Generate reports using CRM dashboards for performance reviews.

* Uphold a customer-first approach in all team functions.

Required Skills & Competencies

Soft Skills

* Conflict Resolution

* Patience & Empathy

* Multitasking & Prioritization

* Team Mentoring

* Escalation Handling

* Communication Skills: Verbal, Written, Convincing Ability, Fluency - Most Preferable

Technical Skills

* Advanced Excel

* CRM Software Knowledge (e.g. Freshdesk)

* Dashboard Management

* Ticket Handling & Process Optimization

Qualifications

* Bachelor's degree in any relevant discipline.

* 2–4 years of experience in customer service or CRM roles, with at least 1 year of team lead experience.

* Proficiency in CRM tools and Excel-based reporting.

* Strong communication skills and a calm, customer-centric approach.

*Key Performance Indicators (KPIs)

* Customer Satisfaction (CSAT)

* First Response & Resolution Times

* Escalation Rate

* SLA Compliance

* Coaching & Feedback Implementation

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Internet reimbursement
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Application Question(s):

• When you available for onsite interview ?? give me specific date
• this is onsite job. are you want to relocate to surat, Gujarat ?

Experience:

• CRM software: 1 year (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person

Application Deadline: 20/08/2025