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Oswaal Books
Customer Relationship ManagerOswaal Books • Agra
Customer Relationship Manager

Customer Relationship Manager

Oswaal Books • Agra
8 days ago
Job description

We are looking for an experienced and customer-focused professional to join our team as a Customer Relationship Manager. As a Customer Relationship Manager, you will play a pivotal role in fostering positive relationships with our customers, ensuring their satisfaction, and driving customer loyalty. The ideal candidate should have a proven track record in customer relationship management, excellent communication skills, and a passion for delivering exceptional customer experiences.

Roles and Responsibilities:

1. Customer Engagement:

  • Build and maintain strong, positive relationships with customers through regular communication and engagement.
  • Proactively reach out to customers to gather feedback and address concerns.

2. Customer Satisfaction:

  • Monitor and assess customer satisfaction levels through surveys, reviews, and direct interactions.
  • Implement strategies to enhance overall customer satisfaction and loyalty.

3. Issue Resolution:

  • Act as a point of contact for customer inquiries, concerns, and escalations.
  • Work closely with internal teams to address and resolve customer issues promptly.

4. Upselling and Cross-selling:

  • Identify opportunities for upselling and cross-selling of products or services to existing customers.
  • Collaborate with sales and marketing teams to implement targeted campaigns.

5. Customer Retention:

  • Develop and execute customer retention strategies to reduce churn and increase customer lifetime value.
  • Implement loyalty programs and incentives.

6. Communication:

  • Communicate product updates, promotions, and relevant information to customers.
  • Provide clear and timely information to customers regarding their inquiries.

7. Documentation and Reporting:

  • Maintain accurate and detailed records of customer interactions and transactions.
  • Generate regular reports on customer satisfaction and engagement metrics.

Qualifications:

1. Education:

  • Bachelors degree in Business, Marketing, or a related field.
  • Master degree will get an advantage.

2. Experience:

  • 8 to 15 years of experience in customer relationship management roles.
  • Proven track record of successfully managing and retaining customer accounts.

3. Communication Skills:

  • Excellent verbal and written communication skills.
  • Ability to communicate effectively with customers and internal teams.

4. Problem-Solving:

  • Strong problem-solving skills with the ability to address customer issues and find satisfactory solutions.

5. Empathy:

  • Empathetic and customer-focused approach in understanding and addressing customer needs.

6. Sales Acumen:

  • Basic understanding of sales processes and the ability to identify upselling and cross-selling opportunities.

7. CRM Software:

  • Proficiency in using Customer Relationship Management (CRM) software.


Skills Required
retention strategies , Customer Engagement, Customer Relationship, Customer Retention, Customer Satisfaction, Sales, Crm

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Customer Relationship Manager • Agra

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