Customer Service Representative

4 days ago

Coimbatore Tamil Nadu, India Sree Sakthi Group of Companies Full time

**Job Purpose**

To enhance customer satisfaction and loyalty by effectively managing customer relationships, resolving queries, and ensuring timely follow-ups. The CRM Executive will contribute to the organization’s growth by retaining existing customers and identifying upselling or cross-selling opportunities.

**Key Responsibilities**
- **Customer Relationship Management**:

- Maintain and update the CRM database with accurate customer information.
- Build and nurture relationships with customers to ensure long-term satisfaction.
- **Issue Resolution**:

- Address customer inquiries, complaints, or issues promptly and effectively.
- Coordinate with internal teams to resolve problems and provide feedback to customers.
- **Sales Support and Retention**:

- Identify upselling and cross-selling opportunities based on customer profiles and preferences.
- Assist in executing customer retention strategies, including loyalty programs or offers.
- **Reporting and Analysis**:

- Generate regular reports on customer interactions, feedback, and satisfaction levels.
- Analyze customer data to identify trends and propose improvements to enhance customer experiences.
- **Campaign Management**:

- Collaborate with the marketing team to execute customer engagement campaigns.
- Monitor the performance of campaigns and provide recommendations for optimization.
- **Compliance**:

- Ensure all customer interactions comply with company policies and regulatory guidelines.
- Maintain confidentiality and data protection in line with legal standards.

**Qualifications and Skills**
- **Educational Qualification**:

- Bachelor's degree in Business Administration, Marketing, or a related field.
- **Experience**:

- 1-3 years of experience in customer service, CRM, or sales.
- **Skills**:

- Proficient in CRM software (e.g., Salesforce, Zoho CRM).
- Strong communication and interpersonal skills.
- Analytical and problem-solving abilities.
- Detail-oriented with excellent organizational skills.
- Ability to multitask and work under pressure.

**Key Performance Indicators (KPIs)**
- Customer satisfaction and Net Promoter Score (NPS).
- Customer retention rate.
- Resolution time for customer queries.
- Campaign success metrics (e.g., response rate, engagement).

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹9,000.00 - ₹21,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Food provided
- Health insurance
- Leave encashment
- Provident Fund
- Work from home

Schedule:

- Day shift
- Morning shift
- Weekend availability

Supplemental Pay:

- Quarterly bonus
- Yearly bonus

Work Location: In person

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