CRM Executive

Position Title: CRM Executive

 Purpose of the Position / Job Description:

 1. Reply to customer emails and ensure closure of responses within the defined TAT.

 2. Address and resolve customer concerns over calls.

 3. Call customers for fresh and overdue demands of designated projects and ensure monthly targets are met. 

4. Interact with bankers and financial institutions for updates related to loan cases. 

5. Connect with channel partners to address their issues 

6. Coordinate interdepartmentally (Sales, Legal, Projects, Accounts, Leasing, Facilities) to ensure timely responses to customer concerns. 

7. Drafting KYC documents or any other project related documents.

 Attributes of the Position / Scope: 

● Maintain real-time updates on the affairs of the assigned project across various parameters, including:

 o Project updates 

o Customer concerns 

o Accounting 

o Leasing 

o Legal cases 

o Approvals 

o Physical possessions 

o Documentation compliances 

o Communications 

Stakeholders: 

● External:

 o Customers, Channel Partners, Financial Institutions

 o Nature of relation: Interaction to ensure customer satisfaction, channel partner management, and timely collections 

o Frequency: Regularly 

● Internal: 

o Department Heads (Projects, Sales, CRM, Admin, Legal, Accounts & Finance, Taxation, Liaison, Marketing, Leasing) 

o Nature of relation: Partner with departments to track and meet timelines Frequency: Regularly 

o Management Team 

o Nature of relation: Interaction with the management team as per defined processes- Frequency: Frequently

Key Responsibilities & Key Tasks:

 1. Meet customers and address their queries effectively– As required 

2. Handle escalations and meet agitated customers with a problem-solving approach Everyday 

3. Respond to customer queries via email and ensure closure within the defined TAT Everyday

 4. Attend customer calls and address their concerns to ensure closure within the defined TAT- Everyday

 5. Work on demands, overdue payments, and meet monthly targets- Everyday 

6. Interact with channel partners and banking partners/financial institutions- As required 

7. Coordinate with departments to ensure timely closure of customer concerns- As required 

8. Handle legal cases along with the legal team for settlement and closure of legal orders- As required 

9. Documents Drafting– As required 

Personal Profile: 

● Qualifications: Post Graduate / MBA 

● Key Competencies Required:

 o Good communication skills 

o Problem-solving ability 

o Negotiation skills 

o Good listener 

o Empathy 

o High IQ 

o Commercial & market awareness 

o Command over numbers and digital proficiency 

o Go-getter attitude 

o Smart planner and thinker 

● Relevant Experience: 2 to 4 year