Walk-in || Crm Executive

CRM Executive Job Description
Position: CRM Executive
Department: Customer Relationship Management / Sales
Experience: 13 Years
Location: Delhi NCR
Employment Type: Full-timeiwa
Job Summary
We are looking for a CRM Executive who will be responsible for handling customer enquiries, managing calls, maintaining customer relationships, coordinating with the sales team, and ensuring timely resolution of customer queries.
The ideal candidate should have excellent communication skills, a customer-focused approach, and the ability to manage multiple enquiries and follow-ups efficiently.
Key Responsibilities

• Handle incoming and outgoing customer calls professionally.
• Respond to customer enquiries through calls, WhatsApp, email, and other communication channels.
• Understand customer requirements and provide accurate information.
• Follow up with prospective and existing customers regularly.
• Maintain and update customer information in the CRM system.
• Track leads, enquiries, follow-ups, and conversions.
• Coordinate with the sales team to ensure timely customer follow-up.
• Resolve customer complaints and queries or escalate them to the concerned department.
• Maintain proper records of all customer interactions.
• Prepare daily/weekly CRM and customer follow-up reports.
• Monitor pending enquiries and ensure timely closure.
• Maintain a positive and professional relationship with customers.
• Identify potential sales opportunities from existing and new customer enquiries.

Required Skills

• Excellent verbal and written communication skills.
• Good customer-handling and relationship-management skills.
• Confident and professional telephone etiquette.
• Good follow-up and coordination skills.
• Basic knowledge of CRM software.
• Good knowledge of MS Excel and MS Office.
• Ability to handle multiple customers and tasks simultaneously.
• Problem-solving and complaint-handling skills.
• Strong attention to detail and record-keeping ability.

Preferred Candidate

• Graduate in any discipline.
• 13 years of experience in CRM, customer service, telecalling, sales coordination, or a similar role.
• Candidates with experience in handling customer enquiries and follow-ups will be preferred.
• Should be comfortable working with targets and deadlines.

Key Performance Indicators (KPIs)

• Number of enquiries handled.
• Follow-up completion rate.
• Lead conversion rate.
• Customer response and resolution time.
• Customer satisfaction.
• Accuracy of CRM records.
• Timely closure of pending enquiries.

Salary
Salary: As per experience and industry standards.
Immediate joiners with relevant CRM/customer-handling experience may be preferred.