CRM Executive

3 days ago

Gurugram Haryana, India Nivasa Group Full time

**Job Title**: CRM Coordinator - Furniture Service Department
**Reports To**: Service Manager
**Location: Gurgaon**
**Department**: After-Sales / Customer Service

**Job Summary**:
**Key Responsibilities**:

- Manage and update customer service cases and records in the CRM system.
- Coordinate daily with technicians, service executives, and the Service Manager to schedule and monitor service jobs (repairs, installations, inspections, etc.).
- Track customer complaints, product damages, or warranty claims and ensure prompt follow-up.
- Assign service tickets and follow up on completion reports from the field team.
- Generate service reports and share insights with the Service Manager to improve performance and customer satisfaction.
- Communicate with customers regarding service status, appointment confirmations, and feedback collection.
- Maintain accurate documentation of service visits, job cards, and parts used.
- Ensure all service records align with product warranty terms and after-sales policies.
- Support the service team by ensuring timely availability of spare parts and tools.

**Qualifications & Requirements**:

- Bachelor’s degree or diploma in Business Administration, Operations, or a related field.
- 1-3 years of experience in a similar coordination or CRM role (preferably in the furniture or home improvement industry).
- Experience using CRM platforms or service management software (e.g., Zoho, Salesforce, Freshdesk, etc.).
- Strong communication and customer handling skills.
- Good knowledge of MS Excel, Word, and Outlook.
- Well-organized with the ability to multitask and prioritize effectively.
- Familiarity with furniture assembly, repair processes, or logistics is an advantage.

**Preferred Attributes**:

- Customer-first attitude with a problem-solving mindset.
- Ability to collaborate across departments (sales, logistics, service).
- Comfortable working in a fast-paced and field-service-driven environment.

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

Pay: ₹8,086.00 - ₹46,916.97 per month

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

Work Location: In person

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