CRM Operations Lead
19 hours ago
**About Us:**
EMotorad is a pioneering Electric Vehicle (EV) company that has disrupted the market with its innovative e-bikes. We are committed to making high-quality, affordable e-bikes accessible to everyone.
**Job Overview:**
We are looking for an experienced CRM Operations Lead to join our team. The ideal candidate will have 3-4 years of experience in CRM systems, excellent communication skills, and a deep understanding of customer needs in the Electric Vehicle (EV) space.
**Key Responsibilities:
- Lead CRM Operations: Oversee day-to-day CRM activities, ensuring the system meets customer requirements.
- Team Management: Lead and manage a team of CRM agents, providing guidance, training, and support for their professional development.
- Commissioning Oversight: Lead the commissioning process, ensuring successful CRM tool implementations and optimizations for the team and business needs.
- Escalation Management: Handle and resolve level 1 customer escalations, ensuring timely and effective solutions while maintaining high customer satisfaction.
- CRM Optimization: Work hands-on with CRM and help desk software, identifying and implementing improvements to enhance efficiency and user experience.
**Requirements:**
- Experience: 3-4 years of experience working with CRM systems, including hands-on experience with CRM or help desk software (e.g., Salesforce, Zoho, HubSpot, Zendesk).
- Industry Knowledge: Preferably experience in the Electric Vehicle (EV) industry or a related field, with an understanding of customer needs and challenges in this space.
- Communication: Excellent verbal and written communication skills; ability to articulate complex information to both technical and non-technical stakeholders.
- Problem-Solving: Strong problem-solving skills, with the ability to handle customer complaints and escalations professionally and effectively.
- Leadership: Proven experience in leading and motivating a team, fostering collaboration, and driving performance.
- Technical Skills: Comfortable using CRM software, help desk platforms, and basic analytics tools.
**Salary Range:** ₹30 Lakh - ₹45 Lakh per annum.
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