Crm lead

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, Whats App, 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, D2 C, Retail, or Consumer Businesses will be an advantage.

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