Team Leader - CRM (Noida)

Budget - 35k in hand (apply only if you are okay with the budget)

We are seeking an experienced and dynamic CRM Team Leader to manage our in-house customer service team. You will lead a team of agents handling inbound/outbound calls, customer queries, complaints, and retention. Your role will be pivotal in ensuring a seamless customer experience and driving customer satisfaction and loyalty.

Key Responsibilities:

• Lead and supervise a team of CRM executives (2-3 members).
• Monitor daily operations including call handling, ticketing, and escalations.
• Set clear performance metrics and ensure SLAs/TATs are met.
• Handle escalated customer issues with prompt resolution.
• Analyze feedback and suggest improvements to enhance customer satisfaction.
• Coordinate with logistics, plant, and tech teams for smooth service execution.
• Maintain documentation of complaints, feedback, and closures.
• Prepare weekly/monthly reports on team performance and customer trends.
• Train new CRM hires and conduct periodic refreshers for the team.
• Manage IVR system efficiency and suggest tech/process improvements.

Requirements:

• Minimum 23 years of experience in customer service, preferably in a B2C setup.
• Prior experience as a Team Leader or Senior CRM Executive.
• Strong communication skills in English and Hindi.
• Ability to handle pressure, multitask, and lead a small team.
• Familiarity with CRM tools, ticketing software, and IVR systems.
• Graduation mandatory; MBA/PG preferred but not compulsory.

To apply, send your CV to [HIDDEN TEXT]

Subject Line: Application Team Leader CRM

Budget - 35k in hand (apply only if you are okay with the budget)