CRM Executive

2 weeks ago

Bhosari Pune Maharashtra, India morya hr solution Full time

**Role**: Manage incoming Interactive Voice Response (IVR) calls effectively, ensuring customers are directed to the right department and their queries are resolved promptly.
- **Responsibilities**:

- Configuring the IVR system to route calls based on customer requirements (e.g., complaints, inquiries, and service requests).
- Monitoring IVR logs to ensure all calls are attended to and followed up.
- Training the customer support or reception team to handle basic IVR queries.
- Providing detailed call summaries to relevant departments for further action.
- Ensuring prompt responses to missed calls or unresolved queries from the IVR system.

**Tips for Effective IVR Management**: - Keep the IVR menu simple and user-friendly. - Regularly update the IVR system with new options or announcements, such as downtime or service updates. - Use analytics from the IVR system to identify common customer concerns and improve services.

Integration across Roles:
To manage these responsibilities seamlessly:

- Use a **centralized CRM system** to track technical coordination, complaints, quotations, and IVR call data.
- Assign dedicated team members or escalation points for each area (technical coordination, complaints, spares, IVR).
- Regularly review and optimize workflows to ensure faster turnaround times and higher customer satisfaction.

5. **Handling Payment follow up-Spare & CRM**

**For spares and retention amount regular follow up with customers to receive the payment within time, as per the payment terms.**

6. **Task Assignment and Monitoring --CRM/Spare (Spareperson should be given a growth parameter as this)**
- **Assigning Jobs**: CRM software helps assign service requests to engineers based on location, skillset, and availability. **Atmaram and Suhas will tell her for the west region.**:

- **Tracking Progress**: Real-time tracking of job status (e.g., assigned, in progress, completed).
- **Performance Metrics**: Generating reports to analyze individual and team performance. Sending monthly data to all service engineers.

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

Pay: ₹18,000.00 - ₹35,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Work Location: In person

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