Job Description

Job Title:

CRM Coordinator - Furniture Service Department

Reports To:

Service Manager

Location: Gurgaon

Department:

After-Sales / Customer Service

Job Summary:

We are seeking a proactive and organized

CRM Coordinator

to support the

Furniture Service Department

. This role involves coordinating with the service team, tracking service requests, and ensuring a seamless customer experience through effective use of CRM tools. The ideal candidate will work closely with the

Service Manager

to ensure all service-related activities are executed efficiently, professionally, and in a timely manner.

Key Responsibilities:

Manage and update customer service cases and records in the CRM system. Coordinate daily with technicians, service executives, and the Service Manager to schedule and monitor service jobs (repairs, installations, inspections, etc.). Track customer complaints, product damages, or warranty claims and ensure prompt follow-up. Assign service tickets and follow up on completion reports from the field team. Generate service reports and share insights with the Service Manager to improve performance and customer satisfaction. Communicate with customers regarding service status, appointment confirmations, and feedback collection. Maintain accurate documentation of service visits, job cards, and parts used. Ensure all service records align with product warranty terms and after-sales policies. Support the service team by ensuring timely availability of spare parts and tools.

Qualifications & Requirements:

Bachelor's degree or diploma in Business Administration, Operations, or a related field. 1-3 years of experience in a similar coordination or CRM role (preferably in the furniture or home improvement industry). Experience using CRM platforms or service management software (e.g., Zoho, Salesforce, Freshdesk, etc.). Strong communication and customer handling skills. Good knowledge of MS Excel, Word, and Outlook. Well-organized with the ability to multitask and prioritize effectively. Familiarity with furniture assembly, repair processes, or logistics is an advantage.

Preferred Attributes:

Customer-first attitude with a problem-solving mindset. Ability to collaborate across departments (sales, logistics, service). Comfortable working in a fast-paced and field-service-driven environment.
Job Types: Full-time, Permanent

Pay: ?8,086.00 - ?46,916.97 per month

Benefits:

Health insurance Paid sick time Provident Fund
Schedule:

Day shift
Supplemental Pay:

Performance bonus Yearly bonus
Work Location: In person