Crm Executive

Job Summary
We are looking for a Customer Relationship Management (CRM) Executive to manage inbound enquiries, understand customer requirements, provide timely information and coordinate closely with the Sales team to ensure effective lead handling and a smooth customer journey.
The role will be responsible for managing incoming calls and queries, maintaining accurate lead records, following up on enquiries and supporting the Sales team in converting enquiries into visits and admissions.
Key Responsibilities

• Handle inbound calls from parents/customers and understand their requirements.
• Respond to customer enquiries regarding centres, programs, fees, timings, facilities, admissions and other services.
• Provide accurate and timely information to prospective customers.
• Capture and maintain lead/enquiry details in the CRM system.
• Allocate and coordinate leads with the respective Sales/Admissions team.
• Follow up with the Sales team on lead status, visits, conversions and pending enquiries.
• Ensure that every enquiry is properly tracked and followed up within the defined timeline.
• Coordinate with Sales teams for centre visits, counselling and admission-related requirements.
• Handle customer concerns and ensure timely resolution by coordinating with the relevant internal teams.
• Maintain daily/weekly reports on inbound calls, enquiries, follow-ups, visits and conversions.
• Identify recurring customer queries and share feedback with the Sales/Operations team.
• Ensure a positive and professional customer experience at every interaction.
• Support the Sales team with lead data, reports and follow-up coordination.

Key Skills

• Excellent communication and interpersonal skills
• Good telephone etiquette and customer-handling skills
• Strong follow-up and coordination skills
• Good knowledge of MS Excel and CRM systems
• Customer-focused approach
• Strong attention to detail and record keeping
• Ability to coordinate effectively with Sales and Operations teams
• Good convincing and problem-solving skills