Customer Relations Specialist

Customer Relationship Manager (CRM) – DMAASA Marketplace

Job SummaryWe are looking for a proactive and customer-focused Customer Relationship Manager to manage client interactions and ensure a seamless experience across international e-commerce marketplaces such as Etsy, eBay, Amazon, Wayfair, and Walmart. The role involves handling customer queries, improving satisfaction, managing feedback, and building long-term relationships with global customers.

Key Responsibilities

1️⃣ Customer Communication & Support

• Respond to customer inquiries across all marketplaces (messages, emails, chats)
• Handle order-related queries (shipping, returns, exchanges, delays)
• Ensure timely and professional communication

2️⃣ Customer Satisfaction & Retention

• Maintain high customer satisfaction ratings
• Resolve complaints and disputes effectively
• Build long-term relationships with repeat customers

3️⃣ Order & Issue Management

• Coordinate with operations/logistics for order fulfillment issues
• Manage refunds, cancellations, and returns
• Track and resolve delivery or product-related concerns

4️⃣ Feedback & Review Management

• Monitor customer reviews and ratings
• Respond to negative feedback and improve brand reputation
• Implement strategies to increase positive reviews

5️⃣ CRM Tools & Data Management

• Maintain customer database and interaction records
• Use CRM tools to track customer behavior and preferences
• Generate reports on customer trends and issues

6️⃣ Cross-functional Coordination

• Work closely with sales, marketing, and operations teams
• Share customer insights for product and service improvements
• Required Skills & Qualifications2+ years experience in customer service or CRM (e-commerce preferred)
• Excellent written and verbal English communication
• Strong problem-solving and conflict-resolution skills
• Familiarity with marketplace platforms (Etsy, Amazon, eBay, etc.)
• Ability to handle international customers and time zones

Contact-

Divya- 6377763919