Assistant Crm Manager

Modern Vidya Niketan; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Modern Vidya Niketan in Gurugram is seeking an experienced CRM Operations Specialist to manage customer relationships, resolve queries, and drive service excellence across departments.

The role requires 4–7 years in CRM or customer service, strong communication, Excel skills, and the ability to coordinate with cross-functional teams to ensure timely resolutions and customer retention. MBA/PGDM is preferred. Graduate in any discipline.

Qualifications

• Graduate in any discipline; MBA/PGDM in Marketing, CRM or Business Administration preferred.
• 4-7 years of experience in CRM operations, customer service, or client relationship management.
• Strong communication, coordination and problem-solving abilities.
• Ability to manage multiple requests and resolve issues within defined timelines.
• Good working knowledge of CRM software and MS Excel.

Responsibilities

• Manage customer relationships and ensure a high level of customer satisfaction.
• Handle customer queries, complaints, and escalations, ensuring timely resolution.
• Coordinate with internal departments to address customer issues and provide effective solutions.
• Maintain accurate customer databases, interaction records, and complaint-tracking reports.
• Monitor customer feedback, satisfaction levels, and service quality.
• Prepare periodic MIS reports on customer complaints, resolutions, and performance metrics.
• Identify recurring customer issues and recommend process improvements.
• Ensure timely follow-ups with customers and maintain effective communication.
• Support customer retention, engagement, and relationship-building initiatives.
• Monitor CRM processes and ensure adherence to company policies and service standards.

Skills

CRM operations

Customer service

Client relationship management

Communication

Coordination

MS Excel

Education

Bachelor’s degree

MBA/PGDM in Marketing/CRM/Business Administration

Tools

CRM software

Job description

Role & responsibilities:

• Manage customer relationships and ensure a high level of customer satisfaction.
• Handle customer queries, complaints, and escalations, ensuring timely resolution.
• Coordinate with internal departments to address customer issues and provide effective solutions.
• Maintain accurate customer databases, interaction records, and complaint-tracking reports.
• Monitor customer feedback, satisfaction levels, and service quality.
• Prepare periodic MIS reports on customer complaints, resolutions, and performance metrics.
• Identify recurring customer issues and recommend process improvements.
• Ensure timely follow-ups with customers and maintain effective communication.
• Support customer retention, engagement, and relationship-building initiatives.
• Monitor CRM processes and ensure adherence to company policies and service standards.

Preferred candidate profile

• Graduate in any discipline; MBA/PGDM in Marketing, Customer Relationship Management, or Business Administration preferred.
• 4-7 years of experience in CRM operations, customer service, or client relationship management.
• Strong communication, coordination, and problem-solving abilities.
• Ability to manage multiple customer requests and resolve issues within defined timelines.
• Good working knowledge of CRM software and MS Excel.
• Ability to work effectively with cross-functional teams.