CRM Executive

JOB DESCRIPTION 

CRM Executive — Morning Shift (Active Student Calling & Feedback) 

Stays in touch with every active student — checks how they are doing, collects honest feedback, and makes sure every concern is acted on 

1. JOB SNAPSHOT 

Job Title CRM Executive — Morning (Active Student Calling & Feedback) Department Student Care (STC) Reports To HOD — Student Care Grade G2 Site Margao Office Work Mode Office (work from office — not WFH) Shift Morning / general shift, 9:00 AM – 6:00 PM Employment Type Permanent, full-time Experience 0 – 1 year. Freshers are welcome to apply — full training will be provided. Salary ₹15,000 – ₹20,000 per month (based on experience and interview performance) 

2. ABOUT THE ROLE 

IWLD's active students are on a weight-loss journey with us right now. How they feel about their Teacher, their diet plan, their progress and our support decides whether they succeed — and whether they stay with us. 

As Morning CRM — Active Student Calling & Feedback, you will call active students regularly, check how their programme is going, collect honest feedback, and make sure every concern reaches the right person and gets resolved. You are the student's friendly, independent voice inside IWLD. 

This is a support role, not a sales role. You will not sell or push renewals — renewals for active students stay with their Teacher. If a student shows interest in continuing, you simply pass it on to their Teacher. 

3. KEY RESPONSIBILITIES 

A. Calling Active Students 

• Call the daily list of active students assigned on the dashboard — new joiners, mid-programme students and those nearing the end of their plan. 
• Check in warmly: how they are feeling, whether they are following the plan, and whether they are getting the support they need. 
• Message students on WhatsApp who do not pick up, and try again at a better time. 

B. Collecting Feedback 

• Ask a standard set of feedback questions on every call — Teacher support, diet plan, results so far, app / delivery experience, overall satisfaction. 
• Record each student's feedback and rating accurately on the dashboard / Google Sheet the same day, in their own words where possible. 
• Note happy students who are willing to share a review or testimonial, and pass them on to the right team. 

C. Acting on Concerns 

• Raise every complaint or concern (late plan, unresponsive Teacher, health query, technical issue) to the right person the same day, with full details. 
• Follow up until the concern is resolved, and call the student back to confirm they are satisfied. 
• Escalate serious complaints, or students at risk of leaving, to the HOD immediately. 
• Pass on any student's interest in continuing or upgrading to their Teacher — never sell it yourself. 

D. Reporting 

• Send a daily report to the HOD: students called, reached, average rating, concerns raised and resolved. 
• Prepare a weekly feedback summary showing patterns — common complaints, Teachers with repeated concerns, what students love most. 

4. WHO YOU'LL WORK WITH 

HOD — Student Care Your reporting manager — receives daily reports, weekly summaries and escalations Active Students Regular check-in and feedback calls Teachers Receive student concerns and renewal interest from you Night CRM — OTD Delivery-related concerns raised by students Reviews / Media Team Happy students willing to give a review or testimonial 

5. WHAT WE'RE LOOKING FOR 

Non-Negotiable Skills 

• Comfortable working on a laptop for the full shift. 
• Good spoken and written English and Hindi. 
• Strong reading comprehension — reads a message or ticket and understands exactly what is needed the first time. 
• Follow-up discipline — chases every pending item until it is closed. 
• Ownership — treats every open item as their own responsibility. 
• Clear, polite and patient communication on calls and on chat. 
• Working knowledge of Google Drive, Google Sheets and Google Docs. 
• A warm, friendly phone manner and genuine patience — students should enjoy talking to you. 
• Good listening — hears what the student is really saying, not just the answer to the question. 

Good to Have 

• Prior experience in customer support, customer success, tele-calling or a feedback / survey role. 
• Comfort with calling tools (Runo) and WhatsApp business tools (Interakt). 
• Interest in health, fitness or nutrition. 

6. WHAT SUCCESS LOOKS LIKE IN THIS ROLE 

• Every active student on the list is reached regularly, and their feedback is recorded accurately. 
• Every concern raised on a call is passed on the same day and resolved — and the student hears back from us. 
• Fewer students leave unhappy, because problems are caught early. 
• The HOD has a clear, honest picture of student satisfaction every week. 

7. NOTE 

This role follows Fastest Weight Loss Private Limited's (IWLD) internal processes for Student Care and the Company dashboard. Full training on the calling script, feedback questions and tools will be provided during onboarding. Probation, notice period and other terms of employment are as set out in the Appointment Letter.