CRM Executive

Department: Customer Relationship Management / Business Solutions

Industry: Entertainment / Media / Business Solutions / MarTech

Employment Type: Full-Time

Location: [Location]

Reporting To: CRM Manager / Business Head

Experience: 1–3 years preferred; freshers with strong communication and computer skills may also be considered

Role OverviewWe are looking for a CRM Executive – Entertainment & Business Solutions to manage customer relationships, business enquiries, service requests, follow-ups, and CRM operations.

The ideal candidate will be responsible for maintaining accurate customer and business data, responding to enquiries, coordinating with internal teams, tracking leads and service requests, and ensuring timely communication with customers and business partners.

This role requires strong communication skills, attention to detail, basic business understanding, and hands-on knowledge of Microsoft Excel, Microsoft Word, and CRM platforms such as Zoho Desk.

The candidate should be comfortable communicating in Bengali and Hindi fluently, with good working proficiency in English.

• Key Responsibilities1. Customer Relationship ManagementHandle customer enquiries through phone, email, CRM, and other approved communication channels.
• Maintain professional and timely communication with customers.
• Understand customer requirements, issues, and service expectations.
• Record every relevant customer interaction accurately in the CRM.
• Track customer requests from initial contact through resolution or closure.
• Conduct follow-ups with customers to ensure satisfactory resolution.
• Maintain a positive and professional customer experience at every interaction.
• 2. CRM ManagementManage day-to-day activities within CRM platforms such as Zoho Desk.
• Create, update, assign, categorize, and close customer tickets and requests.
• Maintain accurate customer profiles and business information.
• Monitor open, pending, escalated, and resolved tickets.
• Ensure that customer requests are routed to the appropriate internal department.
• Follow up on pending tickets and ensure timely resolution.
• Maintain proper CRM records for future reference.
• Identify duplicate, incomplete, or inaccurate customer records and coordinate corrections.
• Follow defined CRM processes, workflows, and escalation procedures.
• 3. Entertainment & Business Solutions SupportHandle enquiries related to entertainment services, business solutions, campaigns, partnerships, and related offerings.
• Understand the basic requirements of customers, brands, businesses, agencies, and other stakeholders.
• Coordinate with sales, operations, marketing, technology, and other internal teams.
• Assist in converting customer enquiries into qualified business opportunities where applicable.
• Maintain records of business enquiries and follow-up activities.
• Support client onboarding and post-sales/customer service activities.
• Coordinate with relevant teams to ensure smooth delivery of agreed services.
• Escalate complex business or customer issues to the appropriate manager.
• 4. Lead & Follow-Up ManagementMaintain daily lead and enquiry records.
• Make scheduled follow-up calls and communications.
• Track lead status, customer responses, requirements, and next actions.
• Ensure no important enquiry or follow-up is missed.
• Update CRM records immediately after customer interactions.
• Support the sales/business development team with accurate customer information.
• Prepare follow-up lists and daily activity reports.
• 5. Data Management & ReportingMaintain customer, lead, ticket, and business data in Excel and CRM systems.
• Prepare daily, weekly, and monthly CRM reports.
• Track metrics such as:
• Number of enquiries received
• Customer follow-ups completed
• Open and closed tickets
• Pending requests
• Escalated cases
• Lead status
• Customer response status
• Resolution timelines
• Assist management in preparing CRM and customer-service reports.
• Ensure data accuracy, consistency, and confidentiality.

6. Microsoft Office ResponsibilitiesThe candidate should be comfortable working with:

Microsoft Excel

• Data entry and formatting
• Sorting and filtering
• Basic formulas
• Maintaining customer databases
• Preparing reports
• Creating basic tables and trackers

Microsoft Word

• Preparing business documents
• Creating customer communication templates
• Preparing reports and internal documentation
• Maintaining standard formats and records
• 7. Internal CoordinationCoordinate effectively with Sales, Marketing, Operations, Technology, Finance, and Management teams.
• Communicate customer requirements clearly to internal stakeholders.
• Follow up with relevant departments for pending actions.
• Ensure customer commitments are tracked and communicated appropriately.
• Escalate urgent or unresolved issues within the defined timeline.
• Required SkillsTechnical SkillsWorking knowledge of CRM tools, preferably Zoho Desk.
• Good knowledge of Microsoft Excel.
• Good working knowledge of Microsoft Word.
• Comfortable with email, internet applications, and basic computer operations.
• Ability to learn new CRM and business software quickly.
• Ability to maintain structured digital records and databases.
• Communication SkillsBengali – Fluent
• Hindi – Fluent
• English – Good working proficiency

The candidate should be able to communicate clearly with customers and internal teams through phone, email, chat, and written communication.

Behavioural CompetenciesThe successful candidate should demonstrate:

• Strong customer-service orientation
• Good listening skills
• Patience and professionalism
• Attention to detail
• Good follow-up discipline
• Time-management skills
• Ability to prioritize multiple tasks
• Problem-solving ability
• Teamwork and coordination
• Ownership and accountability
• Ability to work under deadlines
• Professional telephone etiquette
• Confidentiality and responsible handling of customer information

Key Performance Indicators (KPIs)Performance may be evaluated based on:

• CRM data accuracy
• Ticket management and closure
• Response and resolution follow-up
• Customer satisfaction
• Follow-up completion rate
• Lead/enquiry management
• Timely CRM updates
• Quality of customer communication
• Internal coordination
• Reporting accuracy
• Adherence to CRM processes and SOPs
• Preferred QualificationsGraduate in any discipline.
• Prior experience in CRM, customer support, telesales, business support, entertainment, media, MarTech, or service-based industries is preferred.
• Experience with Zoho Desk, Zoho CRM, or similar CRM/helpdesk platforms will be an advantage.
• Candidates with strong communication and customer-handling skills are encouraged to apply.

ExperiencePreferred: 1–3 years in CRM, customer support, client servicing, business support, or a similar role.

Candidates with less experience may be considered if they demonstrate strong communication, computer proficiency, and willingness to learn.

Role ObjectiveThe primary objective of this position is to ensure that every customer enquiry, business requirement, service request, and follow-up is properly captured, tracked, communicated, and resolved through an organized CRM process.

The CRM Executive will act as an important coordination point between customers, business partners, sales, operations, and internal management, helping the organization deliver a consistent and professional customer experience.

Ideal Candidate ProfileWe are looking for someone who is organized, responsible, customer-focused, and comfortable speaking with people from different backgrounds. The ideal candidate should be fluent in Bengali and Hindi, possess good English communication skills, and have practical knowledge of Excel, Word, and CRM systems.

A candidate who demonstrates ownership, strong follow-up habits, accuracy, and willingness to learn will be highly valued.

Designation: CRM Executive – Entertainment & Business Solutions

Department: CRM / Customer Success / Business Solutions

Languages: Bengali & Hindi – Fluent | English – Good

Core Tools: Microsoft Excel, Microsoft Word, Zoho Desk / CRM

Reports To: CRM Manager / Business Head