Customer Relationship Manager

7 days ago

Mumbai, India Broadcast Audience Research Council (BARC) Full time

Job Summary:
We are seeking a dynamic and articulate Virtual Relationship Manager (VRM) with strong data comprehension and interpersonal communication skills to engage with households. The VRM will review customer/panelist data in advance, draw insights, and conduct meaningful conversations that reflect a deep understanding of the customers profile and history. This role is critical in driving engagement, building trust, and influencing behaviour through intelligent conversations.

Key Responsibilities:
Conduct outbound/inbound high-quality voice interactions with households/panellists/customers.
Interpret and analyse household viewership data, engagement history, and service records prior to each call.
Personalize each conversation based on data insights (e.g., drop in usage, non-viewership patterns, shifting behaviours).
Identify pain points, root causes for service disengagement, or lack of viewership, and recommend solutions.
Capture call insights, feedback, and next steps accurately into CRM systems or trackers.
Build and maintain rapport through empathy, product understanding, and conversational finesse.
Collaborate with content or field teams for escalations, follow-ups, or operational dependencies.
Suggest content or engagement strategies based on common patterns in data or feedback.
Meet call quality, data accuracy, and engagement targets as defined.

Required Skills and Competencies:
Excellent verbal communication skills in Hindi and English (regional language proficiency is a plus).
Strong analytical skills to understand, interpret, and act on structured/unstructured data.
Ability to multitask between data screens, dashboards, and call documentation.
Proficiency in tools like Excel, CRM dashboards, or data portals.
Active listening and problem-solving attitude during live conversations.
Familiarity with performance tracking metrics (CSAT, FCR, Resolution Rate).

Preferred Qualifications:
Bachelors degree in any field
2-4 years of experience in calling / relationship management / research panel engagement.
We have 2 openings, 1 bengali speaking and another marathi speaking language is mandatory

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