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Customer Relationship Management

3 months ago

Bengaluru, India Reliance Retail Full time

Company Overview

Reliance Retail is India's largest, fastest-growing, and most profitable retailer, offering a diversified omni-channel presence through integrated store concepts, digital, and new commerce platforms. Since 2006, the company has revolutionized retail in India, providing superior quality products and an unmatched shopping experience to more than 193 million loyal customers nationwide. With over 15,000 stores and a substantial digital presence, Reliance Retail is committed to enhancing value for all stakeholders.


Job Overview

We are seeking a highly skilled Customer Relationship Management (CRM) professional to join our dynamic team at Reliance Retail. The CRM role is fundamental in maintaining and improving customer relationships by ensuring customer satisfaction and loyalty. The ideal candidate will possess excellent communication skills and have a strong ability to handle difficult situations effectively. This position is based at our headquarters in Mumbai, Maharashtra.


Qualifications and Skills

  • Excellent communication skills to effectively interact with customers and internal teams.
  • Strong problem-solving abilities to address customer inquiries and resolve issues promptly.
  • Exceptional empathy to understand and respond to customer needs and concerns.
  • Patience to manage challenging interactions with customers without losing composure.
  • Active listening skills to fully engage with customers and accurately assess their requirements.
  • Proven conflict resolution capabilities to mediate and resolve disputes efficiently.
  • Adaptability to adjust strategies and approaches based on ever-changing customer needs and feedback.
  • Positive attitude to foster a welcoming and reassuring environment for customers.


Roles and Responsibilities

  • Build and maintain strong relationships with customers by providing exceptional service and support.
  • Manage customer accounts and track interactions to ensure timely follow-ups and resolutions.
  • Gather and analyze customer feedback to identify areas for improvement and implement solutions.
  • Collaborate with internal teams to address and resolve customer issues effectively.
  • Develop and implement CRM strategies that align with company objectives and increase customer retention.
  • Monitor and report on customer satisfaction metrics to senior management.
  • Conduct regular training sessions for team members to enhance their customer service skills.
  • Ensure compliance with company policies and procedures in all customer interactions.