CRM Executive

1 day ago

Noida, Uttar Pradesh, India Cloud Dhobi Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Location: Noida

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Cloud Dhobi is a fast-growing laundry and dry-cleaning startup on a mission to make fabric care simple, reliable, and delightful. With both B2C and B2B verticals expanding, we are strengthening our customer experience team to ensure every interaction builds trust and long-term relationships.

Role Overview

We're looking for a CRM Executive to manage customer interactions, resolve queries, and strengthen customer engagement across channels. You will be the voice of Cloud Dhobi for our customers — ensuring timely resolutions, smooth communication, and high satisfaction levels. This role blends customer service with process ownership, giving you the opportunity to directly impact customer loyalty and business growth.

Key Responsibilities

Customer Communication & Query Handling

Manage inbound and outbound customer communication via calls, WhatsApp, email, and chat.

Resolve customer queries related to orders, billing, services, and delivery.

Provide timely updates and maintain a professional, empathetic tone.

CRM Management & Operations

Update and maintain accurate customer records in the CRM system.

Track, log, and escalate issues to relevant teams (operations, delivery, plant) for quick resolution.

Ensure SLAs (response time, resolution time) are consistently met.

Customer Engagement & Retention

Conduct follow-up calls/messages for feedback and satisfaction checks.

Support loyalty campaigns, referral programs, and promotions.

Build strong relationships that convert first-time customers into repeat users.

Reporting & Process Improvement

Generate daily/weekly MIS reports on queries, complaints, and resolution metrics.

Identify recurring issues and suggest process improvements.

Share customer insights with leadership to enhance service quality.

Ideal Candidate

Strong communication skills in English & Hindi (verbal and written).

Empathetic, patient, and customer-first approach.

Organized, detail-oriented, and comfortable with multi-tasking.

Ability to stay calm under pressure and handle escalations professionally.

Qualifications

Graduate in any discipline.

1–3 years of experience in customer service, CRM, or tele-calling (experience in startups, logistics, or service industries preferred).

Proficiency in MS Excel/Google Sheets and familiarity with CRM tools.

Flexible to work in a 6-day schedule.

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