CRM Executive

**About RP-Sanjiv Goenka Group**:
The RP-Sanjiv Goenka Group is a diversified conglomerate with interests across Energy (Power,

Renewables, Chemicals), Consumer (retail, food services), Entertainment (media, music, sports) and technology businesses. The group overall has 15+ companies, 45,000+ employees with gross assets close to INR 40,355 Cr. The group has been growing at more than 20% p.a. for the last 5 years, and wishes to embark on an even more aggressive growth trajectory over the next 5-10 year horizon.

The flagship companies include:

- CESC Limited - A Fully Integrated Private Power Utility
- Spencer’s Retail - India’s second largest food based retailer
- Firstsource Solutions - India’s Top 3 pure play BPO player
- Saregama India - the biggest collection of Indian music
- Phillips Carbon Black - India’s 2nd largest carbon black manufacturer
- Harrisons Malayalam - One of the largest plantation businesses in India

Along with Spencer’s Retail and Saregama, the Group has also ventured into FMCG business recently through Guiltfree Industries Limited. It has also acquired another FMCG Company, Apricot Foods Private

Limited.With strong profitability, robust balance sheets and deep cash reserves, the Group is looking to build a strong position in the consumer goods and retail space. As a group, RP-SG is committed to invest

$3 Billion + additional capital over the next 4-5 years, primarily into the consumer and technology businesses.

**Background - FMCG Business**
RPSG FMCG Business has made strong initial inroads by creating a new segment of snacks in the Indian market, with its brand “Too Yumm” In a short period the brand has established itself across India as a strong choice vis a vis of traditional fried. This was possible by bold investments in product design and go to market. The division also has forayed into traditional snacks and Ayurveda ( Dr Vaidya’s). The group is now in earnest to build the FMCG business in India through bold organic growth and acquisitions.

**Background - Herbolab India Pvt Ltd.**
Dr Vaidya’s is a new age Ayurvedic company that strives to bring the traditional, time-tested goodness of

Ayurveda to 21st-century customers. Founded by the Vaidya family, whose expertise spans 150 years of

**Position Summary**

The purpose of this job is to manage the CRM for the business. Build client relationships, deal with customer queries, confirm customer orders, convert repeat orders. The person will be liasing with the accounts team and Lead CRM directly. We are looking for someone to also help provide efficiency in the system.

**Educational Qualification, Work experience & Key Competencies**

Basic - Graduate Preferred - a graduate degree in any discipline or diploma in business studies

**Qualification**

**Work Experience **Minimum of 1-3 years’ work experience

**JOB DESCRIPTION**:
**Specific Accountabilities / Deliverables**

a) Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.

b) Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

d) Refer unresolved customer grievances or special requests to designated departments for further investigation

e) Maintain Customer Database and data management

f) Ensure operational assistance by supervising order packaging

g) Dealing with third-party platforms to ensure stock levels are maintained

h) Manage whatsapp queries and process orders

i) Daily, Weekly and Monthly Reporting

**Areas of Responsibility**
- Minimum of 1-2 years work experience in a customer service role
- Highly competent in Microsoft Office i.e., Word, Excel
- Typing speed and accuracy ie. typing minimum 60-70 wpm
- Previous customer care experience
- Ability to communicate in Hindi and English

**Salary**: ₹100,000.00 - ₹350,000.00 per year

**Benefits**:

- Health insurance
- Life insurance
- Provident Fund

Supplemental pay types:

- Performance bonus

Work Location: One location