Senior CRM Executive

The Senior CRM Executive at Style feathers will play a key role in managing and guiding the CRM team, ensuring that all customer interactions are handled with professionalism, empathy, and efficiency. The position involves resolving escalations, mentoring team members, and enhancing the customer support process through technical insights and leadership.

Key Responsibilities:

• Supervise CRM Executives and ensure high service quality and TAT adherence
• Handle escalated queries and resolve customer concerns effectively.
• Monitor ticket flow, assign priorities, and ensure timely closures.
• Train and support team members on SOPs and customer handling techniques.
• Collaborate with departments (Operations, Technical, QA) to resolve complex issues.
• Generate reports using CRM dashboards for performance reviews.
• Uphold a customer-first approach in all team functions.

Required Skills & Competencies: Soft Skills

• Conflict Resolution
• Patience & Empathy
• Multitasking & Prioritization
• Team Mentoring
• Escalation Handling
• Communication Skills: Verbal, Written, Convincing Ability, Fluency – Most Preferable

Technical Skills

• Advanced Excel
• CRM Software Knowledge (e.g., Zoho, Freshdesk)
• Dashboard Management
• Ticket Handling(Bik, Kwikchat,Limechat) & Process Optimization

Qualifications:

• Bachelor’s degree in any relevant discipline.
• 2–3 years of experience in customer service or CRM roles, with at least 1 year of team lead experience.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT)
• First Response & Resolution Times
• Escalation Rate
• SLA Compliance
• Coaching & Feedback Implementation

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund

Schedule:

• Day shift
• Fixed shift

Ability to commute/relocate:

• Mota Varachha, Surat, Gujarat: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Have you handled escalated or angry customers before? How did you manage it?
• Are you familiar with ticketing systems or complaint management processes?
• What’s your expected salary and notice period?

Education:

• Secondary(10th Pass) (Preferred)

Experience:

• CRM software: 1 year (Required)

Language:

• English (Required)

Work Location: In person

Speak with the employer
+91 8154840234Application Deadline: 30/06/2025Expected Start Date: 28/06/2025