Customer Relation Executive

2 weeks ago

Jaipur, Rajasthan, India Karban Environtech Full time ₹ 1,44,000 - ₹ 2,40,000 per year

Job Overview:

We are looking for a soft-spoken, courteous, and customer-focused professional to join our team as a CRM Executive – Post-Sales Support. The ideal candidate will be responsible for engaging with customers/buyers, ensuring a smooth post-sales experience, resolving queries with empathy, and maintaining long-term relationships through clear and calm communication.

Key Responsibilities:

Customer Relationship Management:

  • Build and maintain long-term relationships with customers.
  • Act as the primary point of contact for client communications and escalations.
  • Regularly check in with customers to ensure satisfaction and identify improvement opportunities.
  • Maintain a detailed customer database (interactions, purchase history, feedback).

Customer Retention & Loyalty:

  • Develop and implement customer retention strategies.
  • Monitor churn rate and implement corrective actions.
  • Drive loyalty programs, referral schemes, and personalized engagement initiatives.
  • Conduct customer satisfaction surveys (NPS, CSAT, CES) and track improvement.

Sales Support & Revenue Growth:

  • Collaborate with the sales team to upsell and cross-sell products/services.
  • Identify and nurture high-value accounts for long-term growth.
  • Track customer purchase cycles and recommend upgrades/renewals.
  • Contribute to achieving revenue targets from existing customers.

Customer Service & Issue Resolution:

  • Ensure timely resolution of customer queries, complaints, and escalations.
  • Work with internal teams (tech, product, operations) to resolve issues.
  • Develop SLAs (Service Level Agreements) and ensure adherence.
  • Reduce average resolution time and improve first-contact resolution.

Data & Insights:

  • Collect, analyze, and report customer data (behavior, feedback, engagement patterns).
  • Generate insights for product and marketing teams to improve offerings.
  • Use CRM tools (HubSpot, Salesforce, Zoho, Freshdesk, etc.) to track engagement and effectiveness.
  • Present monthly reports on customer health scores, churn, and satisfaction.

Process Improvement & Automation:

  • Implement customer success automation workflows (email sequences, ticket routing).
  • Standardize onboarding, engagement, and support processes.
  • Recommend improvements to CRM systems and customer experience journeys.
  • Monitor performance against KPIs and suggest efficiency measures.

Cross-Functional Collaboration:

  • Work closely with product teams to communicate customer needs/feedback.
  • Support marketing in creating customer-centric campaigns.
  • Collaborate with R&D to align features with customer requirements.
  • Partner with operations/logistics to ensure seamless delivery and post-sales service.

Requirements:

  • Bachelor's degree in business administration, Marketing, or a related field.
  • Experience in product-based industries such as electronics, appliances, healthcare, or e-commerce.
  • Familiarity with CRM platforms like Salesforce, Zoho CRM, or Freshdesk.
  • Prior experience in CRM, customer service, telesales, or post-sales support is preferred.
  • Soft-spoken, polite, and professional communication style.
  • Strong interpersonal skills and a customer-first attitude.
  • Comfortable using CRM tools and basic computer applications.
  • Fluency in English and Hindi is mandatory.
  • Ability to multitask and manage time effectively.

Working Conditions:

Full-time position with standard working hours i.e. 9 AM - 6 PM, Monday to Saturday.

What we offer:

  • Competitive salary & benefits.
  • Professional growth opportunities.
  • Inclusive & collaborative culture.
  • Sick, casual and privilege leaves.

Job Type: Full-time

Pay: ₹144, ₹240,000.00 per year

Work Location: In person

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