CRM

Zoho; Kolkata District; On-site; INR 300,000 - 520,000; Full time

Job summary

Zoho is seeking a dedicated CRM specialist to manage customer databases, build strong relationships, and coordinate with sales, marketing and support teams to ensure customer satisfaction.

You will track interactions in the CRM, analyze data to support retention and upselling, generate reports, and follow up with customers while aiding loyalty programs and ensuring timely resolution of service requests.

Qualifications

• Bachelor’s degree in a related field.
• Experience in customer service or CRM operations preferred.
• Knowledge of CRM platforms (Salesforce/Zoho CRM/HubSpot) is an advantage.

Responsibilities

• Manage and maintain customer databases accurately.
• Maintain strong relationships with customers through regular communication.
• Handle customer inquiries, complaints, and feedback professionally.
• Coordinate with sales, marketing, and support teams to ensure customer satisfaction.
• Track customer interactions and update CRM software with relevant information.
• Monitor customer engagement and identify opportunities for retention and upselling.
• Generate and analyze CRM reports to support business decisions.
• Conduct follow-ups with existing and prospective customers.
• Assist in planning and executing customer engagement and loyalty programs.
• Ensure timely resolution of customer issues and service requests.

Skills

Communication skills

CRM software

Microsoft Office

Time management

Problem solving

Data analysis

Education

Bachelor's degree in Business/Marketing/Commerce

Tools

Zoho CRM

Salesforce

HubSpot

Job description

• Manage and maintain customer databases accurately.
  
• Build and maintain strong relationships with customers through regular communication.
  
• Handle customer inquiries, complaints, and feedback in a professional manner.
  
• Coordinate with sales, marketing, and support teams to ensure customer satisfaction.
  
• Track customer interactions and update CRM software with relevant information.
  
• Monitor customer engagement and identify opportunities for retention and upselling.
  
• Generate and analyze CRM reports to support business decisions.
  
• Conduct follow-ups with existing and prospective customers.
  
• Assist in planning and executing customer engagement and loyalty programs.
  
• Ensure timely resolution of customer issues and service requests.
  

Required Skills:

• Strong communication and interpersonal skills.
  
• Proficiency in CRM software and Microsoft Office tools.
  
• Excellent organizational and time-management abilities.
  
• Problem-solving and customer-service orientation.
  
• Ability to analyze customer data and prepare reports.
  

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
  
• Prior experience in customer service, sales support, or CRM operations is preferred.
  
• Knowledge of CRM platforms such as Salesforce, Zoho CRM, HubSpot, or similar tools is an advantage.
  

Key Performance Indicators (KPIs):

• Customer satisfaction and retention rates.
  
• Response and resolution time for customer queries.
  
• Accuracy of CRM data management.
  
• Customer engagement and follow-up effectiveness.
  
• Achievement of customer relationship and business growth objectives