CRM Executive

CRM Executive (Customer Relationship Management)

Department: Sales & Customer Experience

Location: Yeshwantpur, Bengaluru

Experience: 1–2 Years Employment Type: Full-Time

Preferred Candidate: Female Reporting To: Customer Experience Manager / E-commerce Manager

About Greenspace Herbs

Greenspace Herbs is a science-driven organization specializing in Ayurvedic, Herbal, Nutraceutical, Personal Care, Cosmetics, and Wellness products. We are committed to delivering high-quality, innovative products while creating exceptional customer experiences across our D2C and retail channels.

We are looking for a Customer Relationship Management (CRM) Executive who is passionate about customer service and relationship building. The ideal candidate should have experience handling customer interactions in a D2C startup, ensuring prompt query resolution and delivering an outstanding customer experience.

Role Purpose

The CRM Executive will be responsible for managing customer queries, maintaining customer relationships, supporting online orders, coordinating with internal teams, and ensuring high levels of customer satisfaction across all communication channels.

Key Responsibilities

● Handle customer queries through phone calls, emails, WhatsApp, website chat, and social media platforms.

● Deliver prompt, professional, and empathetic customer support.

● Build long-term customer relationships to improve satisfaction and brand loyalty.

● Maintain accurate customer records and interaction history within the CRM system.

Order & Customer Support

● Assist customers with order placement, order tracking, cancellations, returns, exchanges, and refunds.

● Coordinate with the warehouse, logistics, and operations teams to ensure timely order fulfillment.

● Resolve customer complaints and escalate complex issues when required.

● Follow up with customers to ensure complete resolution of their concerns.

Customer Engagement & Retention

● Execute customer engagement, retention, and reactivation campaigns.

● Collect customer feedback and share actionable insights with relevant teams.

● Support loyalty programs, promotional campaigns, product launches, and customer outreach initiatives.

● Encourage repeat purchases through excellent customer service.

CRM Operations & Reporting

● Update and maintain customer databases and CRM records accurately.

● Prepare daily, weekly, and monthly customer service reports.

● Track customer complaints, response times, and resolution metrics.

● Monitor customer satisfaction and recommend process improvements.

Cross-functional Coordination

● Work closely with Sales, Marketing, E-commerce, Warehouse, Logistics, and Finance teams.

● Coordinate with digital marketing teams regarding customer feedback and campaign responses.

● Support customer communication related to new product launches, offers, and promotional activities.

Required Skills

● Excellent verbal and written communication skills.

● Strong customer relationship and interpersonal skills.

● Customer-first attitude with empathy and patience.

● Good problem-solving and conflict-resolution abilities.

● Basic knowledge of CRM software and customer support tools.

● Proficiency in MS Excel, Word, and Google Workspace.

● Ability to multitask and work in a fast-paced environment.

Preferred Candidate Profile

● Bachelor's degree in any discipline.

● 1–2 years of experience in CRM, Customer Support, Customer Success, or Client

Relationship Management.

● Experience in D2C startups, E-commerce, Personal Care, Cosmetics, Wellness, or FMCG brands will be preferred.

● Experience handling customer interactions through WhatsApp Business, email, phone, and chat support.

● Female candidates are preferred for this role.

Key Performance Indicators (KPIs)

● Customer Satisfaction (CSAT)

● First Response Time (FRT)

● Average Resolution Time

● Query Resolution Rate

● Customer Retention Rate

● Repeat Purchase Support

● Complaint Closure Rate

● CRM Data Accuracy

● Customer Feedback Score

● Response SLA Compliance

Why Join Greenspace Herbs?

● Be part of a fast-growing Ayurvedic, Herbal, and Personal Care brand.

● Work in a collaborative and customer-centric environment.

● Gain exposure to D2C and e-commerce customer experience.

● Excellent learning and career growth opportunities.

● Opportunity to contribute to building a trusted consumer brand.

Preferred Industry

● D2C Startups

● E-commerce

● Personal Care

● Cosmetics

● Skincare

● Wellness

● Ayurveda

● Herbal Products

● Nutraceuticals

● FMCG

Interested Candidates

📧 Email: Jyothi_hr@greenspaceherbs.com / HR@greenspaceherbs.com 📞 Contact: +91 81235 98674

This JD is optimized to attract candidates with experience from D2C brands such as Mamaearth, Minimalist, The Derma Co., Plum, WOW Skin Science, Nykaa, Health & Glow, MCaffeine, Foxtale, Pilgrim, and similar customer-centric e-commerce businesses, making it highly relevant for Greenspace Herbs' customer support and retention needs.

www.greenspaceherbs.com jyothi_hr@greenspaceherbs.com 8123598674

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