Electric Vehicle CRM Team Lead

3 weeks ago


Mumbai, Maharashtra, India EMotorad Full time
Job Description:
Career Summary:
The CRM Team Lead will play a critical role in driving customer satisfaction and loyalty through effective CRM operations. The successful candidate will lead a team of CRM agents, oversee commissioning activities, manage agents, and handle level 1 customer escalations. This is a fantastic opportunity for a seasoned professional to take on a leadership role in the Electric Vehicle industry and contribute to the growth and success of EMotorad.

Key Responsibilities:
- Lead CRM Operations: Oversee day-to-day CRM operations, ensuring the system is functioning smoothly and meeting 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.
- Reporting & Analysis: Monitor CRM performance and generate regular reports for senior leadership on team performance, issues, and opportunities for improvement.
- Cross-functional Collaboration: Collaborate with other departments (Sales, Support, Technical) to ensure CRM processes align with business goals and customer expectations.

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