CRM Executive

Job Description (JD) – CRM Executive

Industry: E-commerce Platform/ Website

Position: CRM Executive

Department: Customer Relationship Management

Experience: 1–3 Years (Preferred)

Location: New Delhi

Salary: 20,000-30,000

Job Responsibilities

• Manage customer relationships and ensure a positive customer experience.
• Handle customer queries, complaints, and feedback through calls, emails, WhatsApp, and chat.
• Maintain customer databases and update customer information regularly.
• Coordinate with the sales, operations, and delivery teams to resolve customer issues.
• Follow up with customers regarding orders, returns, refunds, and delivery status.
• Monitor customer satisfaction and work on improving customer retention.
• Execute CRM campaigns through email, SMS, and WhatsApp to engage customers.
• Track customer interactions and prepare daily or weekly reports.
• Identify customer concerns and provide timely solutions.

Required Skills

• Good communication and interpersonal skills.
• Basic knowledge of CRM software and e-commerce operations.
• Proficiency in MS Excel and Google Sheets.
• Strong problem-solving and customer-handling skills.
• Ability to manage multiple tasks and meet deadlines.
• Customer-focused attitude with good coordination skills.

Qualification

• Graduate in any discipline.
• Prior experience in CRM, customer support, or e-commerce will be preferred.