CRM Executive

Job Location: Kandivali, Mumbai

Job Objective:

To ensure timely and effective resolution of guest concerns received through social media, email and other communication platforms by proactively engaging with guests, coordinating internally for resolutions and ensuring complete closure to enhance customer satisfaction and brand loyalty.

Key Responsibilities:

• Monitor, acknowledge and respond to customer concerns received through social media, email and other digital platforms in a timely manner.
• Connect with guests over phone calls to understand concerns in detail and provide appropriate resolutions with empathy and professionalism.
• Coordinate with internal departments such as Operations and Quality to ensure prompt and effective resolution of guest issues.
• Maintain accurate records of customer interactions, complaints and actions taken, and track cases until complete closure.
• Ensure adherence to defined turnaround times (TAT) and maintain quality standards in all customer communications.
• Identify recurring issues, highlight trends and escalate concerns to relevant teams for corrective and preventive actions.
• Prepare and share periodic reports on customer complaints, resolutions and key observations with management.

Qualification & Experience:

• Graduate in any discipline (mandatory); post-graduate preferred.
• 1–2 years of relevant experience in CRM, Customer Experience or Customer Support roles.
• Prior experience in hospitality, retail, food industry or other consumer-facing industries preferred. 

Key Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong customer handling and problem-solving abilities.
• High level of empathy and customer-centric approach.
• Ability to coordinate effectively with cross-functional teams.
• Proficiency in MS Office and CRM/customer support tools.
• Ability to multitask and work under pressure in a fast-paced environment.
• Strong documentation, reporting and follow-up skills.