Crm Executive

1 day ago

Delhi, Delhi, India Nextra Full time ₹ 9,00,000 - ₹ 12,00,000 per year

As a Customer Relationship Manager (CRM) at our Telecom ISP, you will be responsible for developing and nurturing long-term relationships with our customers. Your primary objective is to ensure customer satisfaction, resolve issues efficiently, and drive customer loyalty and retention by delivering an exceptional customer experience across all touchpoints.

Key Responsibilities:

  • Customer Onboarding & Retention

  • Guide new customers through the onboarding process, ensuring a smooth setup of services.

  • Proactively engage with existing customers to increase satisfaction and reduce churn.

  • Account Management

  • Act as the primary point of contact for assigned customer accounts.

  • Understand customer needs and propose suitable services.

  • Maintain and update customer records in CRM software.

  • Issue Resolution & Escalation

  • Address service complaints and technical issues by coordinating with support teams.

  • Ensure timely resolution and follow-ups until closure.

  • Upselling & Cross-Selling

  • Identify opportunities to promote value-added services or upgraded packages.

  • Collaborate with the sales team to meet revenue targets.

  • Feedback & Improvement

  • Collect and analyze customer feedback to identify trends and areas for improvement.

  • Recommend service enhancements to management based on customer insights.

  • Reporting & Analytics

  • Generate reports on customer interactions, satisfaction scores (e.g., NPS), and retention metrics.

  • Track KPIs such as response time, resolution time, and customer lifetime value.

Required Qualifications:

  • Bachelor's degree.
  • 1 to 2 years of experience in customer service, relationship management, or account managementpreferably in Telecom or ISP domain.
  • Proficient in using CRM tools (e.g., Salesforce, Zoho, HubSpot).
  • Strong communication, negotiation, and interpersonal skills.
  • Problem-solving mindset with a customer-first attitude.

Preferred Qualifications:

  • Prior experience working with Fiber, Broadband, or Wireless ISPs.
  • Knowledge of basic technical terminology related to telecom services.
  • Ability to handle high-pressure situations and resolve conflicts professionally.

Key Competencies:

  • Customer-Centric Approach
  • Excellent Listening and Communication Skills
  • Analytical Thinking
  • Collaboration & Teamwork
  • Time Management
  • Adaptability to Technological Tools

Working Conditions:

  • 90% Field-based visits or customer meetings.

May require flexible hours to support escalations or VIP clients. Role & responsibilities

Preferred candidate profile

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