Crm Executive (Female)

Missamma Handlooms; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

Missamma Handlooms is seeking a proactive CRM Executive to manage customer interactions, attend inbound calls, and resolve grievances across our retail outlets. The role emphasizes delivering a positive customer experience and meticulous record-keeping in the CRM system.

You will collaborate with sales, store, warehouse, billing, delivery, and management teams to resolve issues, while maintaining professional communication and following company policies. Prioritization and patience are essential.

Qualifications

• Graduate or Diploma or equivalent.
• Experience: 13 years in CRM, customer service, tele calling, retail, or related fields.

Responsibilities

• Attend and respond to customer calls, queries, and requests promptly and professionally.
• Handle customer grievances related to products, billing, delivery, exchanges, returns, alterations, and services.
• Understand customer concerns and provide appropriate solutions within company policies.
• Follow up with customers to ensure that complaints and requests are resolved satisfactorily.
• Coordinate with sales, store, warehouse, billing, delivery, and management teams to resolve customer issues.
• Maintain accurate records of customer calls, complaints, feedback, and resolutions in the CRM system.
• Escalate unresolved or critical complaints to the concerned department or management.
• Make follow-up calls regarding orders, complaints, service requests, and customer feedback.
• Collect and record customer feedback to identify recurring issues and improve service quality.
• Maintain professional communication and build positive relationships with customers.
• Handle difficult or dissatisfied customers calmly and professionally.
• Prepare regular reports on customer complaints, call volume, resolution status, and feedback.
• Ensure timely closure of customer complaints and maintain proper documentation.

Skills

Clear communication

Active listening

Customer-service focus

Handling difficult customers

MS Excel

CRM software

Coordination & follow-up

Working under pressure

Regional language knowledge

Education

Graduate / Diploma

Tools

CRM Software

MS Excel

Job description

Job Title: Customer Relationship Management (CRM) Executive

Job Summary

We are looking for a customer-focused CRM Executive to manage customer interactions, attend inbound calls, resolve grievances, and ensure a positive customer experience across our retail business.

Key Responsibilities

• Attend and respond to customer calls, queries, and requests promptly and professionally.
• Handle customer grievances related to products, billing, delivery, exchanges, returns, alterations, and services.
• Understand customer concerns and provide appropriate solutions within company policies.
• Follow up with customers to ensure that complaints and requests are resolved satisfactorily.
• Coordinate with sales, store, warehouse, billing, delivery, and management teams to resolve customer issues.
• Maintain accurate records of customer calls, complaints, feedback, and resolutions in the CRM system.
• Escalate unresolved or critical complaints to the concerned department or management.
• Make follow-up calls regarding orders, complaints, service requests, and customer feedback.
• Collect and record customer feedback to identify recurring issues and improve service quality.
• Maintain professional communication and build positive relationships with customers.
• Handle difficult or dissatisfied customers calmly and professionally.
• Prepare regular reports on customer complaints, call volume, resolution status, and feedback.
• Ensure timely closure of customer complaints and maintain proper documentation.

Required Skills

• Excellent verbal and written communication skills.
• Good listening and problem-solving abilities.
• Customer-service-oriented attitude.
• Ability to handle difficult customers patiently.
• Basic knowledge of MS Excel, email, and CRM software.
• Good coordination and follow-up skills.
• Ability to work under pressure and meet response/resolution timelines.
• Knowledge of regional languages will be an added advantage.

Experience & Qualification

• Qualification: Graduate / Diploma or equivalent.
• Experience: 13 years in CRM, customer service, tele calling, retail, or related fields.