Customer Relationship Management Specialist

2 months ago

Chennai, India Verifitech Services - India Full time

Responsibilities:

  1. Client Relationship Management: Serve as the primary point of contact for assigned clients, building strong relationships, and ensuring their satisfaction.
  2. Post-Sales Support: Provide support and assistance to clients after the sales process, addressing any inquiries, concerns, or issues promptly and effectively.
  3. Client Onboarding: Oversee the smooth onboarding process for new clients, ensuring a seamless transition from the sales team to the implementation and support phase.
  4. Account Management: Monitor and manage client accounts, tracking their progress, identifying opportunities for growth, and proactively addressing any potential challenges.
  5. Customer Satisfaction: Proactively engage with clients to gather feedback, assess their level of satisfaction, and identify areas for improvement.
  6. Issue Resolution: Collaborate with internal teams, such as operations and technical support, to address and resolve any client-related issues or escalations.
  7. Training and Education: Provide clients with necessary training and resources to maximize the use of the background verification services and ensure they understand the process and benefits.
  8. Upselling and Cross-selling: Identify opportunities to upsell or cross-sell additional services or products to existing clients, working closely with the sales team to drive revenue growth.
  9. Continuous Improvement: Contribute to the improvement of internal processes and workflows to enhance the overall client experience and increase operational efficiency.
  10. CRM Management: Utilize CRM software to maintain accurate client records, track interactions, and generate reports on client activities and performance.

Qualifications and Skills:

  • Bachelor's degree in business administration, marketing, or a related field (relevant experience can substitute for formal education)
  • Proven experience in a customer relationship management, account management, or similar customer-facing role, preferably within the background verification industry
  • Strong interpersonal and communication skills, with the ability to build rapport and trust with clients
  • Excellent problem-solving and conflict resolution abilities
  • Customer-centric mindset with a focus on delivering exceptional service and support
  • Strong organizational and time management skills, with the ability to manage multiple client accounts simultaneously
  • Proficiency in using CRM software and Microsoft Office suite
  • Knowledge of background verification processes and regulations is preferred
  • Ability to work independently as well as collaboratively in a team environment


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