Crm Manager

Vatika Hotels; Gurugram District; On-site; INR 650,000 - 900,000; Full time

Job summary

Vatika Hotels in Gurugram, Haryana seeks an experienced CSC Team Lead to supervise a group of customer service executives handling queries, complaints, and service requests. You will oversee CRM operations, ensure timely follow-ups, and monitor SLAs.

The role requires 7–10 years in BPO, 3–5 years in team supervision, strong Excel skills, data-driven reporting, and leadership of cross-functional coordination to improve processes.

Qualifications

• 7-10 years of experience in BPO or customer service.
• At least 3-5 years in team handling or supervision.
• Hands-on experience with CRM software.
• Good knowledge of MS Excel, MIS reporting, data analysis.

Responsibilities

• Lead and supervise a team of CSC executives handling customer queries, complaints, and service requests.
• Manage and monitor CRM software for customer data, lead tracking, complaint management, and follow-ups.
• Ensure accurate data entry, timely updates, and proper maintenance of customer records in the CRM system.
• Track customer requests and ensure timely resolution within defined SLAs.
• Monitor team performance, productivity, quality, attendance, and customer satisfaction.
• Prepare daily, weekly, and monthly MIS reports related to calls, tickets, pending cases, and team performance.
• Coordinate with internal departments to resolve customer issues and streamline operational processes.
• Identify process gaps and suggest improvements in CRM workflows and customer service operations.
• Train team members on CRM usage, standard operating procedures, and customer handling.
• Escalate critical customer issues and ensure proper documentation and closure.
• Ensure compliance with company policies, data confidentiality, and service quality standards.

Skills

CRM management

Team leadership

Data analysis

MS Excel

Tools

CRM software

MS Excel

Job description

Role & responsibilities

• Lead and supervise a team of CSC executives handling customer queries, complaints, and service requests.
• Manage and monitor CRM software for customer data, lead tracking, complaint management, and follow-ups.
• Ensure accurate data entry, timely updates, and proper maintenance of customer records in the CRM system.
• Track customer requests and ensure timely resolution within defined service-level agreements (SLAs).
• Monitor team performance, productivity, quality, attendance, and customer satisfaction.
• Prepare daily, weekly, and monthly MIS reports related to calls, tickets, pending cases, and team performance.
• Coordinate with internal departments to resolve customer issues and streamline operational processes.
• Identify process gaps and suggest improvements in CRM workflows and customer service operations.
• Train team members on CRM usage, standard operating procedures, and customer handling.
• Escalate critical customer issues and ensure proper documentation and closure.
• Ensure compliance with company policies, data confidentiality, and service quality standards.

Preferred candidate profile

• 7- 10 years of experience in BPO, customer service, CRM operations, or a similar role.
• At least 3-5 years of experience in team handling or team supervision.
• Hands-on experience with CRM software such .
• Good knowledge of MS Excel, MIS reporting, data analysis, and reporting dashboards.
• Strong communication, problem-solving, coordination, and leadership skills.
• Ability to manage multiple tasks, monitor team performance, and meet deadlines.
• Experience in complaint management, ticketing systems, and customer follow-up processes will be preferred.