We are seeking a customer-focused and detail-oriented CRM Executive to handle customer escalations for our e-commerce platform. The role involves managing high-priority cases, coordinating with internal teams, and ensuring timely and effective resolution to maintain excellent customer satisfaction.
Key Responsibilities
Manage customer escalations received through email, chat, social media, and phone calls.
Provide clear, empathetic, and solution-driven responses to customers.
Collaborate with operations, logistics, warehouse, product, and customer support teams to resolve issues.
Track and update case progress regularly in CRM tools.
Identify recurring issues and share insights to improve customer experience.
Ensure adherence to SLAs for escalation resolution.
Maintain professional communication even in challenging situations.
Support improvements in escalation management processes and SOPs.
Requirements
Bachelor's degree in any discipline.
1-3 years of experience in customer service or CRM, preferably in e-commerce.
Strong written and verbal communication skills.
Ability to manage high-pressure situations and multiple escalations.
Familiarity with CRM tools such as Freshdesk, Zendesk, or Salesforce.
Strong problem-solving skills and attention to detail.
Preferred Qualifications
Experience in order management, logistics, or marketplace escalation handling.
Understanding of e-commerce workflows and customer experience metrics.
What We Offer
Competitive salary package.
Opportunities for career growth in a fast-paced e-commerce environment.
Supportive and collaborative work culture.
Exposure to customer experience operations and CRM strategy.
Job Type: Full-time
Pay: ?10,296.34 - ?32,844.09 per month
Work Location: In person
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