CRM Lead
Oswaal Books · India
FULL TIME
Job Description
We are looking for CRM Lead
Location: Agra
Experience: 6–10 Years
Department: Customer Relationship Manangement
About the Role:-
We are looking for a CRM Lead – After Sales to manage customer relationships after purchase, ensure timely resolution of customer queries and complaints, and drive a high-quality customer experience.
Key Responsibilities:-
- Lead the after-sales CRM team and ensure timely resolution of customer queries, complaints, and requests.
- Manage customer interactions across calls, email, WhatsApp, and other support channels .
- Monitor and improve response time, resolution TAT, and customer satisfaction .
- Handle escalated and critical customer issues and ensure effective resolution.
- Coordinate with Sales, Operations, Logistics, Product, and other teams to resolve customer concerns.
- Track customer complaints, identify recurring issues, and recommend process improvements .
- Monitor CRM team performance through key metrics such as TAT, resolution rate, backlog, and customer satisfaction .
- Prepare regular CRM/after-sales reports and MIS for management.
- Establish SOPs and improve processes to enhance the overall post-purchase customer experience .
- Train, guide, and monitor the CRM team to ensure consistent service quality.
Requirements:-
- 4–7 years of experience in CRM, Customer Support, Customer Service, or After-Sales .
- Prior experience in team handling and escalation management .
- Strong communication and customer-handling skills.
- Experience with CRM/helpdesk/ticketing systems .
- Strong problem-solving and coordination skills.
- Good knowledge of Excel/Google Sheets and MIS reporting .
- Ability to work with multiple internal teams and manage customer escalations.
- Experience in E-commerce, D2C, Retail, or Consumer Businesses will be an advantage.
Contact us for more at careers@oswaalbooks.com