The Senior CRM Executive at Style feathers will play a key role in managing and guiding the CRM team, ensuring that all customer interactions are handled with professionalism, empathy, and efficiency. The position involves resolving escalations, mentoring team members, and enhancing the customer support process through technical insights and leadership.
Key Responsibilities:
Supervise CRM Executives and ensure high service quality and TAT adherence
Handle escalated queries and resolve customer concerns effectively.
Monitor ticket flow, assign priorities, and ensure timely closures.
Train and support team members on SOPs and customer handling techniques.
Collaborate with departments (Operations, Technical, QA) to resolve complex issues.
Generate reports using CRM dashboards for performance reviews.
Uphold a customer-first approach in all team functions.
Required Skills & Competencies:
Soft Skills
Conflict Resolution
Patience & Empathy
Multitasking & Prioritization
Team Mentoring
Escalation Handling
Communication Skills: Verbal, Written, Convincing Ability, Fluency - Most Preferable
Bachelor's degree in any relevant discipline.
2-3 years of experience in customer service or CRM roles, with at least 1 year of team lead experience.
Key Performance Indicators (KPIs):
Customer Satisfaction (CSAT)
First Response & Resolution Times
Escalation Rate
SLA Compliance
Coaching & Feedback Implementation
Company Perks
Join a company that values growth, collaboration, and excellence. We offer opportunities for continuous learning and career growth in the dynamic field.
Flexible schedule.
Health insurance.
Internet reimbursement.
Leave encashment.
Paid sick time and paid time off.
Provident Fund.
Job Types: Full-time, Permanent
Pay: ?15,000.00 - ?25,000.00 per month
Benefits:
Flexible schedule
Health insurance
Internet reimbursement
Leave encashment
Paid sick time
Paid time off
Provident Fund
Schedule:
Day shift
Fixed shift
Ability to commute/relocate:
Mota Varachha, Surat, Gujarat: Reliably commute or planning to relocate before starting work (Preferred)
Education:
Secondary(10th Pass) (Preferred)
Experience:
CRM software: 2 years (Preferred)
Language:
English (Preferred)
Location:
Mota Varachha, Surat, Gujarat (Preferred)
Work Location: In person