CRM Executive

2 days ago

Bhosari Pune Maharashtra, India Advaita HR Solution Full time ₹ 3,60,000 - ₹ 4,20,000 per year
  • Role: Manage incoming Interactive Voice Response (IVR) calls effectively, ensuring customers are directed to the right department and their queries are resolved promptly.
  • Responsibilities:
  • Configuring the IVR system to route calls based on customer requirements (e.g., complaints, inquiries, and service requests).
  • Monitoring IVR logs to ensure all calls are attended to and followed up.
  • Training the customer support or reception team to handle basic IVR queries.
  • Providing detailed call summaries to relevant departments for further action.
  • Ensuring prompt responses to missed calls or unresolved queries from the IVR system.

Tips for Effective IVR Management: - Keep the IVR menu simple and user-friendly. - Regularly update the IVR system with new options or announcements, such as downtime or service updates. - Use analytics from the IVR system to identify common customer concerns and improve services.

Integration across Roles:

To manage these responsibilities seamlessly:

  • Use a centralized CRM system to track technical coordination, complaints, quotations, and IVR call data.
  • Assign dedicated team members or escalation points for each area (technical coordination, complaints, spares, IVR).

  • Regularly review and optimize workflows to ensure faster turnaround times and higher customer satisfaction.

  • Handling Payment follow up-Spare & CRM

For spares and retention amount regular follow up with customers to receive the payment within time, as per the payment terms.

  1. Task Assignment and Monitoring --CRM/Spare (Spareperson should be given a growth parameter as this)

  2. Assigning Jobs: CRM software helps assign service requests to engineers based on location, skillset, and availability. Atmaram and Suhas will tell her for the west region.

  3. Tracking Progress: Real-time tracking of job status (e.g., assigned, in progress, completed).
  4. Performance Metrics: Generating reports to analyze individual and team performance. Sending monthly data to all service engineers.

Job Types: Full-time, Permanent

Pay: ₹18, ₹35,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Health insurance
  • Provident Fund

Work Location: In person

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