Client Relationship Manager

JOB DESCRIPTION

Customer Relationship Manager (CRM)

Department: Customer Relations

Reporting To: Business Head

Position Summary

The Customer Relationship Manager (CRM) will be responsible for managing customer relationships, handling inquiries, ensuring customer satisfaction, maintaining records, coordinating service requests, and supporting customer retention initiatives.

Key Responsibilities

Customer Relationship Management

• Act as the primary point of contact for customers.
• Maintain strong relationships with existing and potential clients.
• Ensure timely response to customer queries and concerns.

Lead & Inquiry Management

• Record and track customer inquiries and leads.
• Conduct timely follow-ups.
• Maintain lead and customer databases.

Client Support

• Assist in client onboarding and documentation.
• Keep customers informed about project and service updates.
• Schedule customer meetings and site visits when required.

Complaint & Service Management

• Register and track customer complaints.
• Coordinate service requests and ensure timely resolution.
• Maintain complaint and service records.

Customer Retention

• Manage AMC and service contract renewals.
• Follow up with customers for feedback and satisfaction.
• Identify opportunities for repeat business.

Reporting & Documentation

• Maintain customer records and communication logs.
• Prepare weekly and monthly customer service reports.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Management, or related field.
• 3-8 years of experience in Customer Service, CRM, or Client Relationship Management.

Skills Required

• Excellent communication skills.
• Customer handling and relationship management.
• MS Excel, Word, and CRM software knowledge.
• Problem-solving and organizational skills.

Key Performance Indicators (KPIs)

• Customer Satisfaction
• Complaint Resolution Time
• Customer Retention Rate
• AMC Renewal Rate
• Response Time to Customer Queries

Objective

To ensure excellent customer experience, timely support, and long-term customer relationships while contributing to the growth of Zero Carbon.