Senior Executive / AM - CRM

Flexability Hr Solutions

5 - 10 years

6 - 15 Lacs

Bengaluru

Posted:1 month ago| Platform:

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Skills Required

CRM Customer Relationship CUSTOMER SERVICE Escalations Post Sales

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Responsible for CRM developments, process enhancements, and support, including CRM training, service SOP development, call center management, onboarding new technologies, and service MIS & data analytics.

CRM Management
: Process enhancements, user access reviews, Salesforce administration, error fixing, workflow management, and training.
Call Center Operations
: Manpower planning, performance monitoring, vendor management, customer experience enhancement, and outbound process management.
Technology Integration
: Onboarding new tools like voice bots, chat bots, cloud telephony, social media tools, and AI technologies.
Data Analytics
: Using tools like Power BI, Tableau, SQL, and Excel for data visualization and dashboard creation.
Collaboration
: Aligning customer service strategies with business objectives and supporting other departments with data and analytics.

Preferred candidate profile

Education
: Bachelor of Engineering. / Any Graduate
Experience
:
2+ To 12
years in CRM/Salesforce administration or call center management.

Skills
: Team management, customer management, cross-functional coordination, communication, and presentation.

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