CRM Executive

2 weeks ago

Noida Uttar Pradesh, India Cloud Dhobi Pvt. Ltd. Full time

loud Dhobi is looking for a proactive and customer-oriented CRM Executive to manage customer relationships and ensure a seamless laundry service experience. The role involves handling inbound and outbound calls, resolving customer inquiries, and enhancing loyalty through effective communication.

**Key Responsibilities**:
**Inbound Calling**:

- Answer customer queries regarding laundry services, pricing, and delivery timelines.
- Resolve complaints related to service quality, delays, or issues with laundry items.
- Provide updates on the status of laundry orders, including pickup and delivery schedules.

**Outbound Calling**:

- Conduct follow-up calls to confirm customer orders, pickups, and deliveries.
- Engage with lapsed customers to understand concerns and encourage service reactivation.
- Promote ongoing offers and loyalty programs to existing customers.

**Customer Relationship Management**:

- Update and maintain accurate customer records in the CRM system.
- Identify customer preferences and suggest personalized service packages.
- Act as a liaison between customers and operations to ensure smooth service delivery.

**Collaboration and Reporting**:

- Work closely with the operations team to address and resolve service issues.
- Provide daily and weekly reports on call activities, customer feedback, and retention efforts.
- Suggest process improvements based on recurring customer concerns.

**Key Skills & Competencies**:

- Strong verbal communication and active listening skills.
- Ability to handle customer concerns with professionalism and empathy.
- Experience in managing high volumes of inbound and outbound calls.
- Proficiency in CRM tools and knowledge of data entry.
- Sales acumen to promote services and convert leads into loyal customers.

**Performance Metrics**:

- Daily call handling efficiency (inbound and outbound).
- Customer satisfaction and complaint resolution rate.
- Success rate in reactivating lapsed customers.
- Uptake of promotional offers and loyalty programs.
- Customer retention rate.

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

Pay: ₹11,613.06 - ₹30,111.01 per month

Schedule:

- Day shift
- Evening shift
- Fixed shift
- Night shift
- Weekend availability

Supplemental Pay:

- Performance bonus

Work Location: In person

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