CRM Executive

JOB DESCRIPTION 

CRM Executive — Night Shift (Sales Technical Tickets) 

Logs, routes and closes every technical issue raised during the night sales shift — so no sale or new student gets stuck 

1. JOB SNAPSHOT 

Job Title CRM Executive — Night (Sales Technical Tickets) Department Sales (SLS) Reports To HOD — Sales Grade G2 Site Margao Office Work Mode Office Shift Night shift, 3:00 PM – 11:00 PM Employment Type Permanent, full-time Experience 0 – 1 year. Freshers are welcome to apply — full training will be provided. Salary ₹15,000 – ₹20,000 per month (based on experience and interview performance) 

2. ABOUT THE ROLE 

When a student joins IWLD, a lot has to work smoothly — the payment link, payment confirmation, plan activation, app or dashboard access, and getting them added to the right group. When something goes wrong, the sale or the student's start gets stuck. 

As Night CRM — Sales Technical Tickets, you will be the single point that catches these issues during the night shift. You will log every technical ticket raised by the sales team or by new students, solve the simple ones yourself, route the rest to the right team with complete details, follow up until each ticket is closed, and keep the salesperson and student informed. 

3. KEY RESPONSIBILITIES 

A. Logging Tickets 

• Log every technical ticket raised by the sales team or by students during the shift — no issue handled "verbally" without a record. 
• Capture complete details for each ticket: student name and number, issue, screenshots, payment reference, salesperson, time raised. 
• Set the priority of each ticket — payment and access issues for a new student come first. 

B. Solving & Routing 

• Resolve common issues directly using IWLD's standard steps — resending a payment link, checking payment status, guiding a student through login or app access. 
• Route issues you cannot solve to the right team (Technology / MIS, Accounts, Student Care) with all details, so they do not have to come back with questions. 
• Follow up on every routed ticket until it is closed, and escalate tickets that cross their expected resolution time to the HOD. 

C. Communication 

• Keep the salesperson informed of ticket status so they can update the student confidently. 
• Call or message students directly when needed, and confirm with them once the issue is resolved. 
• Stay calm and polite with frustrated students and salespeople, especially when a payment is involved. 

D. Reporting & Handover 

• Maintain the ticket log with raised time, closed time and resolution for every ticket. 
• Send an end-of-shift summary to the HOD: tickets raised, solved, routed, still open. 
• Hand over open tickets to the morning team with clear notes. 
• Spot recurring issues (the same payment or access problem again and again) and report them so the root cause can be fixed. 

4. WHO YOU'LL WORK WITH 

HOD — Sales Your reporting manager — receives shift summaries and escalations Sales Executives & Night Sales Coordinator Raise tickets; you keep them updated until closure Students New students facing payment, access or activation issues Technology / MIS Team Resolves app, dashboard and system issues you route to them Accounts Payment confirmation and payment-related issues 

5. WHAT WE'RE LOOKING FOR 

Non-Negotiable Skills 

• Comfortable working on a laptop for the full shift. 
• Good spoken and written English and Hindi. 
• Strong reading comprehension — reads a message or ticket and understands exactly what is needed the first time. 
• Follow-up discipline — chases every pending item until it is closed. 
• Ownership — treats every open item as their own responsibility. 
• Clear, polite and patient communication on calls and on chat. 
• Working knowledge of Google Drive, Google Sheets and Google Docs. 
• Basic technical comfort — apps, logins, payment links, screenshots, WhatsApp Web — and the patience to guide a non-technical person step by step. 

Good to Have 

• Prior experience in technical support, a help-desk, customer support or a CRM role. 
• Experience with ticketing tools, calling tools (Runo) or WhatsApp business tools (Interakt). 
• Basic understanding of online payments (UPI, payment links, payment gateways). 

6. WHAT SUCCESS LOOKS LIKE IN THIS ROLE 

• Every technical issue in the night shift is logged — nothing is lost in WhatsApp chats. 
• Payment and access issues for new students are solved fast, so no sale is lost to a technical problem. 
• Salespeople always know the status of their tickets without having to chase. 
• Recurring problems are reported, and the number of repeat tickets goes down. 

7. NOTE 

This role follows Fastest Weight Loss Private Limited's (IWLD) internal processes for the Sales department and the Company dashboard. Full training on the ticket process, standard resolution steps and tools will be provided during onboarding. Probation, notice period and other terms of employment are as set out in the Appointment Letter.