Crm Executive

Microscan Infocommtech; Mumbai Suburban; On-site; INR 400,000 - 800,000; Full time

Job summary

Microscan Infocommtech in Mumbai is seeking a skilled CRM and applications support professional to manage customer self-care, communications, billing data and MIS reporting across B2B and B2C streams. The role covers onboarding, product allocation in CRM, and system support.

You will coordinate with sales, accounts and IT to ensure accurate data, timely reporting, and smooth project rollouts. Strong Excel and reporting skills, plus training and documentation ability, are essential.

Qualifications

• Experience in customer lifecycle management and CRM operations.
• Knowledge of MS Office, especially MS Excel.
• Ability to prepare MIS and compliance reports.
• Understanding of B2B and B2C billing processes.
• Ability to troubleshoot and coordinate resolution of application/system issues.

Responsibilities

• Manage and provide functional support for Customer Self-Care Portal and Mobile Application.
• Coordinate for customer-related issues, application errors and transactional issues.
• Monitor application functionality and coordinate with technical/vendor teams for resolution.
• Support enhancement and new feature implementation.
• Manage and Send customer communications through SMS, WhatsApp and Email.
• Support configuration and execution of customer communication campaigns.
• Coordinate communication templates, customer data and delivery requirements.
• Coordinate migration/onboarding of new customers into CRM/application systems.
• Validate customer data before and after migration.
• Coordinate with relevant teams for data correction and migration issues.
• Ensure successful migration and activation of customer records.
• Manage and support product allocation in CRM/application systems for Broadband, OTT, IPTV.
• Ensure correct product mapping, activation and allocation.
• Coordinate with relevant teams for product-related system issues.
• Prepare and coordinate required regulatory/compliance reports.
• Ensure timely and accurate submission of applicable reports.
• Validate data received from CRM, billing and other systems before reporting.
• Maintain records and documentation of compliance reports.
• Prepare daily, weekly and monthly MIS as required.
• Generate operational reports related to sales, customers, billing, collections, complaints and business performance.
• Support management with data analysis and ad-hoc reports.
• Ensure accuracy and timely circulation of MIS.
• Support commission calculations and related MIS.
• Validate commission data based on defined business rules.
• Coordinate with Sales, Accounts and other relevant teams for clarification and reconciliation.
• Maintain commission-related records and reports.
• Support CRM/application setup for new projects and business initiatives.
• Coordinate requirement gathering with business teams.
• Support configuration, testing, UAT and production rollout.
• Coordinate with application vendors and internal technical teams.
• Prepare required documentation and provide post-production support.
• Provide functional training and system support to Sales, Sales Backend, Customer Service / CSD, Customer Support, Billing, Accounts, Revenue Assurance.
• Training will include new features, process changes, application functionality and operational procedures.
• Create and manage new user logins.
• Provide appropriate application access based on approved roles.
• Coordinate user access modification, deactivation and password/access-related issues.
• Ensure access is provided in accordance with defined authorization processes.
• Provide functional support for B2B and B2C billing activities.
• Support monthly billing processes and validations.
• Coordinate billing-related issues with Billing, Accounts and technical teams.
• Support NOFRA billing activities.
• Validate billing data and assist in resolving billing discrepancies.
• Coordinate with application/vendor teams for system-related billing issues.
• Provide first-level functional support for CRM and related applications.
• Monitor system/application issues reported by users.
• Analyse issues and coordinate with IT, technical teams and vendors.
• Track incidents until closure.
• Perform basic data validation and troubleshooting.
• Support application releases, enhancements, testing and production activities.
• Conduct refresher training whenever required.
• Prepare user guides/SOPs for new processes and system functionalities.
• Track recurring issues and coordinate permanent resolution.

Skills

CRM operations

MS Excel

Communication

MIS reporting

Problem solving

Data validation

Cross-functional coordination

Tools

CRM software

MS Office

Job description

Technical Skills

• Good understanding of CRM and application support processes.
• Hands-on experience in customer lifecycle management and CRM operations.
• Good knowledge of MS Office, particularly MS Excel.
• Ability to prepare MIS, operational reports and compliance reports.
• Understanding of B2B and B2C billing processes.
• Basic understanding of system integration, application workflows and data validation.
• Ability to identify, troubleshoot and coordinate resolution of application/system issues.

Soft Skills

• Good communication and interpersonal skills.
• Ability to coordinate with multiple departments.
• Good analytical and problem-solving skills.
• Good documentation and follow-up skills.
• Ability to conduct user training and provide functional support.
• Command over Hindi, English and Marathi (Read, Write and Speak) will be preferred.

Key Responsibilities / Operations

1. Customer Self-Care & Mobile Application

• Manage and provide functional support for Customer Self-Care Portal and Mobile Application.
• Coordinate for customer-related issues, application errors and transactional issues.
• Monitor application functionality and coordinate with technical/vendor teams for resolution.
• Support enhancement and new feature implementation.

2. Customer Communication

• Manage and Send customer communication through SMS, WhatsApp and Email.
• Support configuration and execution of customer communication campaigns.
• Coordinate communication templates, customer data and delivery requirements.

3. New Customer Migration

• Coordinate migration/onboarding of new customers into CRM/application systems.
• Validate customer data before and after migration.
• Coordinate with relevant teams for data correction and migration issues.
• Ensure successful migration and activation of customer records.

4. Product Allocation

• Manage and support product allocation in CRM/application systems for:
• Broadband
• OTT
• IPTV
• Ensure correct product mapping, activation and allocation.
• Coordinate with relevant teams for product-related system issues.

5. Compliance Reports

• Prepare and coordinate required regulatory/compliance reports.
• Ensure timely and accurate submission of applicable reports.
• Validate data received from CRM, billing and other systems before reporting.
• Maintain records and documentation of compliance reports.

6. Internal MIS & Reporting

• Prepare daily, weekly and monthly MIS as required.
• Generate operational reports related to sales, customers, billing, collections, complaints and business performance.
• Support management with data analysis and ad-hoc reports.
• Ensure accuracy and timely circulation of MIS.

7. Commission Management

• Support commission calculations and related MIS.
• Validate commission data based on defined business rules.
• Coordinate with Sales, Accounts and other relevant teams for clarification and reconciliation.
• Maintain commission-related records and reports.

8. New Project Setup

• Support CRM/application setup for new projects and business initiatives.
• Coordinate requirement gathering with business teams.
• Support configuration, testing, UAT and production rollout.
• Coordinate with application vendors and internal technical teams.
• Prepare required documentation and provide post-production support.

9. User Training

Provide functional training and system support to:

• Sales
• Sales Backend
• Customer Service / CSD
• Customer Support
• Billing
• Accounts
• Revenue Assurance

Training will include new features, process changes, application functionality and operational procedures.

10. User Login & Access Control

• Create and manage new user logins.
• Provide appropriate application access based on approved roles.
• Coordinate user access modification, deactivation and password/access-related issues.
• Ensure access is provided in accordance with defined authorization processes.

11. Billing Support B2B, B2C & NOFRA

• Provide functional support for B2B and B2C billing activities.
• Support monthly billing processes and validations.
• Coordinate billing-related issues with Billing, Accounts and technical teams.
• Support NOFRA billing activities.
• Validate billing data and assist in resolving billing discrepancies.
• Coordinate with application/vendor teams for system-related billing issues.

12. System Support

• Provide first-level functional support for CRM and related applications.
• Monitor system/application issues reported by users.
• Analyse issues and coordinate with IT, technical teams and vendors.
• Track incidents until closure.
• Perform basic data validation and troubleshooting.
• Support application releases, enhancements, testing and production activities.
• Conduct refresher training whenever required.
• Prepare user guides/SOPs for new processes and system functionalities.
• Track recurring issues and coordinate permanent resolution.

Key Performance Areas

• Timely resolution of CRM and application-related issues.
• Accuracy of MIS, compliance and operational reports.
• Timely completion of billing and commission support activities.
• Effective user support and training.
• Successful implementation of new projects and application enhancements.
• Timely provisioning and maintenance of user access.
• Effective coordination between business, IT, vendors and application teams.
• Reduction of recurring system/application issues through proper analysis and follow-up.