CRM Executive

Job Overview:-

We are looking for a customer-focused and organised Customer Relationship Manager (CRM) to build strong client relationships, improve customer satisfaction and support customer retention. The ideal candidate will communicate professionally, resolve concerns efficiently, maintain accurate customer records and coordinate with internal teams to ensure a smooth customer experience.

Key Responsibilities:-

• Build and maintain positive, long-term relationships with customers and clients.
• Respond to customer enquiries through phone, email, messaging platforms and other communication channels.
• Understand customer needs, provide accurate information and follow up to ensure timely resolution.
• Handle complaints professionally, coordinate solutions and escalate complex issues when required.
• Maintain updated customer information, interaction history and follow-up records in the CRM system.
• Coordinate with sales, operations, service and other departments to meet customer requirements.
• Track customer feedback, satisfaction levels, retention and recurring concerns.
• Identify opportunities to improve customer experience, engagement and repeat business.
• Prepare regular reports on customer interactions, open issues, follow-ups and performance metrics.
• Protect confidential customer information and follow company policies and procedures.

Required Qualifications & Skills:-

• Bachelor’s degree in Business Administration, Marketing, Communications or a related field preferred.
• Experience in customer relationship management, customer service, client servicing or sales is preferred.
• Strong verbal and written communication skills with a professional, customer-friendly approach.
• Good problem-solving, listening, negotiation and conflict-resolution skills.
• Ability to manage multiple customers, prioritise tasks and complete follow-ups on time.
• Basic computer skills, including MS Word, Excel, email and customer database/CRM software.
• Attention to detail, a positive attitude and the ability to work independently and in a team.

Preferred Skills:-

• Hands-on experience with CRM tools.
• Ability to review customer data and prepare basic performance reports.
• Experience in customer retention, upselling or cross-selling, where relevant to the business.

Key Performance Indicators (KPIs):-

• Customer satisfaction and feedback scores.
• Response time and issue-resolution time.
• Customer retention and repeat-business rate.
• Accuracy of CRM records and completion of follow-ups.
• Number of unresolved or escalated customer issues.

How to Apply:-

Interested candidates may send their updated CV/resume to the contact number. Please mention “Customer Relationship Manager (CRM)” in the subject line.

Equal Opportunity Statement: We welcome applicants based on relevant skills, experience and suitability for the role.