Billing and CRM Executive

Job Description:

We are looking for a smart communicator to handle client calls, basic sales queries, billing, invoicing, and order processing. Must have strong follow-up skills and experience in CRM / customer coordination.

Roles & Responsibilities:

1. Customer Interaction & Frontline Support:

• Answer calls and requests professionally to provide information about the company, products, and services acting as the first point of contact and first impression of the business.
• Address basic sales-related queries and route technical or advanced sales queries to the Pre-Sales / Sales Teams.
• Identify and assess client needs to achieve high customer satisfaction.

2. Client Information Management

• Maintain accurate client records and update databases in the recommended formats.
• Create/validate client accounts in Freedom and manage new client documents, including vendor registration and tax-related documentation.
• Handle client requests for changes such as address/GST updates with due diligence.

3. Order Processing & Coordination

• Validate and process new orders and renewals.
• Coordinate with the Technical Team to complete order provisioning and ensure account information is shared with the customer.
• Follow up on pending orders and ensure timely processing.
• Manage service termination requests, expired service closures, and update status in CRM.

4. Billing, Invoicing & Documentation

• Manage end-to-end billing tasks including:
• Following up with clients for POs/ROs.
• Raising and sending invoices (soft & hard copies).
• Submitting invoices on client-specific online billing portals.
• Obtain Billing Responsibility Letters/POs signed, stamped, and filed appropriately.
• Maintain ledgers, apply TDS details, and share outstanding dues and reports with clients.
• Prepare and share Excel sheets for reconciliations and billing updates.

5. Collections & Revenue Management

• Conduct regular follow-ups for past-due invoices to ensure smooth billing cycles.
• Send daily renewal reminders via email/phone.
• Communicate updated renewal options/pricing to clients.
• Review accounts with large outstanding dues monthly and escalate to seniors when needed.

6. Coordination with Finance & Compliance

• Coordinate with the companys CA for TDS, GST, or tax-related client queries and communicate solutions to clients.
• Handle MSME interest queries and compliance requirements in coordination with internal and external stakeholders.

7. Client Relationship Management & Upselling

• Maintain long-term relationships with clients by offering consistent support.
• Explore opportunities for upselling/cross-selling based on customer needs.
• Recommend service improvements or new opportunities to enhance revenue and customer satisfaction.

8. CRM & Portal Management

• Add and manage sales enquiries in the Sales CRM.