CRM Executive

Job Description – Customer Relationship Manager (CRM)

Position OverviewThe Customer Relationship Manager (CRM) is responsible for maintaining strong client relationships, ensuring customer satisfaction, and supporting the smooth delivery of services. The role involves coordination, communication, problem handling, and regular reporting.

Key Roles & Responsibilities• Build and maintain strong customer relationships.

• Serve as the primary point of contact for customer queries.

• Handle customer complaints and ensure timely resolution.

• Coordinate with sales, operations, accounts, and service teams.

• Maintain accurate customer data and records in CRM software.

• Prepare daily/weekly/monthly reports on customer interactions and issues.

• Support client onboarding and explain services and processes.

• Monitor service quality and escalate issues when required.

• Collect and analyse customer feedback to improve service quality.

• Work on customer retention and support upselling opportunities.

Qualifications• Bachelor’s degree in any field (preferred in Business Administration or related).

• Strong communication and interpersonal skills.

• Basic understanding of CRM software and MS Office.

• Problem‑solving ability and customer‑focused attitude.

• Ability to multitask and coordinate with multiple teams.

Work Requirements• Full‑time, on‑site role.

• Ability to handle calls, emails, and customer follow‑ups.

• Strong organisational and reporting skills.