Job Description

Job Title:

CRM Manager

Department:

Customer Relationship Management

Location:

Gomti Nagar, Lucknow

Experience:

Minimum 6-8 years in CRM (Real Estate experience preferred)

Reports To:

General Manager

Job Summary:

We are looking for a dynamic and experienced

CRM Manager

to lead and manage our customer relationship management team. The ideal candidate will be responsible for overseeing customer queries, providing timely solutions, handling escalated issues, and ensuring exceptional customer satisfaction through multiple communication channels, including face-to-face interactions and calls.

Key Responsibilities:

Lead, supervise, and guide the CRM team to ensure effective handling of all customer interactions. Address and resolve escalated customer complaints with a solution-oriented and empathetic approach. Respond to customer queries received through calls, emails, and in-person visits. Collaborate with internal departments to ensure customer issues are resolved effectively and efficiently. Maintain detailed records of customer interactions, complaints, and resolutions. Regularly discuss unresolved or critical customer issues with the General Manager and assist in implementing necessary resolutions. Monitor CRM team performance and provide regular feedback and training where required. Implement strategies to enhance customer satisfaction and improve service quality. Ensure CRM systems and processes are up to date and effectively used.

Key Skills Required:

Excellent communication and interpersonal skills Strong leadership and team management abilities Problem-solving and conflict-resolution skills Proficiency in CRM software and MS Office Suite Ability to handle pressure and manage multiple priorities Customer-centric mindset

Educational Qualifications:

Graduate in any discipline
(MBA in Marketing preferred)

Job Types: Full-time, Permanent

Pay: ?25,000.00 - ?40,000.00 per month

Schedule:

Morning shift
Work Location: In person