Customer Relationship Manager

Key Responsibilities:

Customer Relationship Management

• Act as the primary point of contact for customers.

• Build long-term relationships through regular communication.

• Understand customer requirements and provide appropriate guidance.

• Ensure a seamless customer experience from enquiry to project completion.

• Maintain high customer satisfaction levels.

Customer Communication

• Handle inbound and outbound calls, WhatsApp messages, emails, and customer queries.

• Provide regular updates on project progress.

• Address customer concerns promptly and professionally.

• Coordinate meetings, site visits, and review discussions.

Project Coordination

• Coordinate with sales, design, procurement, and site engineering teams.

• Ensure customers receive timely updates on project milestones.

• Follow up on pending approvals, payments, and documentation.

• Escalate critical issues to management when required.

Complaint Resolution

• Register customer complaints and service requests.

• Coordinate with technical teams for quick resolution.

• Monitor complaint closure timelines.

• Follow up with customers until issues are fully resolved.

CRM & Documentation

• Maintain accurate customer records in the CRM system.

• Update lead status, customer interactions, project progress, and follow-up schedules.

• Generate customer reports and maintain documentation.

• Track customer feedback and service history.

Customer Retention

• Conduct post-service follow-ups.

• Collect customer feedback and online reviews.

• Identify opportunities for upselling and cross-selling services.

• Encourage referrals from satisfied customers.

Coordination with Internal Teams

• Work closely with Sales, Site Engineers, Designers, Accounts, Procurement, and Management.

• Ensure commitments made to customers are fulfilled on time.

• Communicate customer expectations clearly to internal teams.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 3 years of experience.