Customer Relationship Management Specialist
4 days ago
About the Role
We are seeking a highly skilled Customer Relationship Management (CRM) Specialist to join our team at CoinDCX. As a key member of our Customer Experience (CX) department, you will be responsible for designing and implementing chatbot flows, building and managing SOS alert systems, and optimizing workflow assignment logic.
Key Responsibilities:
- Design and implement node-wise chatbot flows to ensure seamless user interactions
- Build and manage SOS alert systems and metric reporting dashboards to track customer and agent performance
- Understand and optimize workflow assignment logic, rules configurations, and disposition setups
- Proactively identify and resolve bugs, collaborating closely with the CoinDCX support team for continuous feedback and improvement
- Monitor key performance metrics, proposing and implementing solutions to enhance agent efficiency
- Automate repetitive tasks and streamline processes through Sprinklr's capabilities
- Coordinate with the CX product team on new releases and ensure seamless integration with the CRM system
- Analyze CRM tool effectiveness and provide insights to leverage its full potential
- Ensure the chatbot and CRM tools are optimized to deliver the best possible user experience
Requirements:
- Strong understanding of chatbot creation, metrics reporting, and CRM workflow management
- Proven ability to identify issues and proactively implement solutions
- Experience in collaborating with cross-functional teams for system optimization
- Excellent problem-solving skills and attention to detail
- Ability to work independently and as part of a team
- Ability to work effectively under tight deadlines and juggle several assignments simultaneously
Salary: ₹1,200,000 - ₹1,800,000 per annum
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