Talent.com
CRM Professional

CRM Professional

ConfidentialMumbai
2 days ago
Job description

Customer Engagement

  • Manage lifecycle relationships with 250 customers across allocated segments / projects.
  • Deliver proactive engagement at key milestones and moments of truth to build trust and loyalty.
  • Drive customer delight through responsiveness, personalization, and high-touch service.

Revenue Ownership

  • Own a collections book of 120 Cr per year driving timely and consistent follow-ups.
  • Enable 30 Cr+ in new business annually through referrals, upgrades, and cross-sell conversations.
  • Improve engagement and mindshare to unlock loyalty and renewal potential.

    • Service Excellence

  • Ensure query resolution within defined TATs; maintain a low complaint escalation rate.
  • Standardize and elevate customer interactions across all touchpoints calls, visits, emails ,messages.
  • Collaborate with internal teams to resolve issues, track complaints, and escalate systemic blockers.

    • Process, Systems & Reporting

  • Keep all CRM systems and trackers updated with accurate, real-time data.
  • Maintain documentation hygiene across customer files, transaction records, and communication logs.
  • Track customer satisfaction and share actionable insights for process enhancement.

    • Culture & Contribution

  • Represent values through respectful, professional, and customer-first behavior.
  • Be flexible, adaptive, and solution-driven especially in high-stakes or emotionally charged scenarios.
  • Bring market intelligence and service innovation ideas from outside-in.

    • Skills Required

    Customer Engagement, Query Resolution, Crm Systems, Documentation, Market Intelligence, Complaint Management

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