Senior Executive-Customer Experience

Designation: Customer Experience – CRM & Communication Process (Sr. Executive)

1. Lead Management & CRM Ownership

• Responsible for capturing all individual and enterprise leads and updating them in the CRM in real time during defined working hours.
• Ensure complete and accurate lead information is recorded, including requirement details, contact data, and lead source.
• Handle all inbound and missed calls routed through IVR and log each call in the CRM.
• Track leads assigned to other agents and ensure they are being followed up regularly.
• All comments, follow-ups, and interactions must be consistently updated in the lead screen.

2. WhatsApp Chat & Wati Communication Handling

• Monitor and actively manage Wati Chat communication for both individual and enterprise customers.
• Ensure the appropriate message flow, template triggering, and responsiveness is maintained through WhatsApp/WATI.
• Set up and maintain chatbot templates, campaigns, and follow-up flows.
• Any gaps, delays, or flaws in communication will be reviewed for immediate rectification.

3. IVR Monitoring & Team-Wide Call Oversight

• Keep a close check on IVR logs and click-to-call systems to ensure proper call logging and follow-up.
• Track individual agent calls and make sure these are updated in CRM with correct comments and outcomes.
• Any missing or flawed record entries will be escalated for correction and affect performance reviews.

4. Documentation & CRM Enrichment

• Supervise document submissions for new and recurring clients, ensuring all details are correctly entered.
• Verify CRM data completeness including contact details, compliance information, account-specific data, and opportunity values.
• Ensure the screen shows all required documentation status, comments, updates, and compliance checks.

5. Accountability Note

• Any errors, delays, or non-updated entries in Wati Chat or CRM will be marked in the KPI
• Further detailed KRAs tied to quantitative KPIs (response rate, CRM completeness, documentation turnaround time) will be shared separately.

*

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,894.90 per month

Education:

• Bachelor's (Required)

Experience:

• Customer support: 1 year (Required)

Work Location: In person