Backend CR

3 weeks ago

Bengaluru, India Weekday AI Full time

This role is for one of Weekday's clients
Min Experience: 4 years
Location: Bengaluru
JobType: full-time

Requirements

We are seeking an experienced Backend CR professional to join our growing team. The role focuses on managing backend customer relationship activities, ensuring seamless support operations, accurate data management, and timely resolution of customer requests. The ideal candidate will bring strong organizational skills, attention to detail, and the ability to coordinate across teams to provide outstanding backend support.

The Backend CR plays a vital role in ensuring smooth customer operations by handling service requests, managing escalations, documenting interactions, and maintaining accurate backend systems. This role requires a proactive individual who thrives in structured environments and is passionate about enhancing customer satisfaction through operational excellence.

Key Responsibilities

  • Customer Relationship Management

  • Handle backend support for customer accounts, ensuring service requests are logged, tracked, and resolved within SLA timelines.

  • Act as the key point of contact for escalated backend queries, ensuring proper resolution and customer satisfaction.

  • Maintain strong relationships with internal stakeholders to facilitate issue resolution.

  • Data Management & Documentation

  • Update and maintain accurate customer records in CRM systems and backend tools.

  • Document processes, feedback, and resolutions for future reference and continuous improvement.

  • Generate reports on backend CR performance metrics, escalations, and resolution status.

  • Operational Support

  • Coordinate with cross-functional teams including operations, finance, and product teams to resolve customer-related backend issues.

  • Support the end-to-end backend customer lifecycle, including onboarding, service delivery, and post-service support.

  • Ensure adherence to compliance, data privacy, and company policies while handling customer data.

  • Process Excellence & Continuous Improvement

  • Identify recurring backend issues and work with process owners to implement corrective actions.

  • Recommend improvements in backend workflows to optimize efficiency and reduce resolution times.

  • Contribute to knowledge base creation, FAQs, and standard operating procedures for backend CR operations.

  • Reporting & Analytics

  • Prepare daily/weekly/monthly performance dashboards and customer reports.

  • Analyze customer patterns, recurring issues, and service requests to identify improvement areas.
  • Support leadership with data insights for decision-making and process optimization.
Required Skills & Qualifications
  • Bachelor's degree in Business Administration, Commerce, IT, or related field.
  • 4+ years of experience in backend customer support, customer relationship management, or related roles.
  • Strong knowledge of CRM systems, ticketing tools, and backend operations.
  • Proficiency in MS Excel, reporting tools, and documentation.
  • Excellent written and verbal communication skills.
  • Strong problem-solving, time management, and organizational skills.
  • Ability to work collaboratively across functions and manage multiple priorities simultaneously.
  • Familiarity with compliance and data security protocols is an advantage.

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