Customer Relationship Management Executive

Manpowergroup Services India; Kolkata District; On-site; INR 300,000 - 420,000; Full time

Job summary

Manpowergroup Services India in Kolkata seeks an experienced CRM professional to manage customer queries, payments follow-up, and resolution across phone, email and chat channels. You will coordinate with Sales, Dispatch, Accounts, Service and Operations to ensure timely resolutions and accurate collection status.

The role emphasizes maintaining CRM records, generating reports, and building strong customer relationships to improve retention and service quality.

Qualifications

• 13 years of experience in CRM, customer service, payment collection, tele-calling, or related roles.
• Good communication and follow-up skills.
• Strong negotiation and coordination abilities.
• Proficiency in MS Excel.
• Ability to handle customer grievances calmly and professionally.
• Good understanding of payment follow-up and outstanding collection processes.

Responsibilities

• Handle customer queries, complaints, and grievances through phone, email, WhatsApp, and other communication channels.
• Ensure timely resolution of customer complaints by coordinating with Sales, Dispatch, Accounts, Service, and Operations teams.
• Follow up with customers regarding pending payments and payment collections.
• Maintain accurate records of outstanding payments and regularly update collection status.
• Coordinate with the sales team and customers for payment commitments and overdue accounts.
• Prepare and share regular payment collection, outstanding, complaint, and follow-up reports.
• Monitor customer orders from booking to dispatch and delivery, ensuring timely communication.
• Handle issues related to product availability, delivery delays, shortages, damages, replacements, and other customer concerns.
• Maintain proper CRM records of all customer interactions, complaints, commitments, and resolutions.
• Follow up with customers after complaint resolution to ensure satisfaction.
• Escalate unresolved or critical grievances to the concerned senior/team.
• Maintain strong professional relationships with customers and ensure a positive customer experience.
• Support the management in improving customer retention and reducing outstanding payments.

Skills

CRM

Customer Service

Payment Collection

Tele-calling

MS Excel

Negotiation

Coordination

Tools

MS Excel

Job description

Role & responsibilities

Key Responsibilities

• Handle customer queries, complaints, and grievances through phone, email, WhatsApp, and other communication channels.
• Ensure timely resolution of customer complaints by coordinating with Sales, Dispatch, Accounts, Service, and Operations teams.
• Follow up with customers regarding pending payments and payment collections.
• Maintain accurate records of outstanding payments and regularly update collection status.
• Coordinate with the sales team and customers for payment commitments and overdue accounts.
• Prepare and share regular payment collection, outstanding, complaint, and follow-up reports.
• Monitor customer orders from booking to dispatch and delivery, ensuring timely communication.
• Handle issues related to product availability, delivery delays, shortages, damages, replacements, and other customer concerns.
• Maintain proper CRM records of all customer interactions, complaints, commitments, and resolutions.
• Follow up with customers after complaint resolution to ensure satisfaction.
• Escalate unresolved or critical grievances to the concerned senior/team.
• Maintain strong professional relationships with customers and ensure a positive customer experience.
• Support the management in improving customer retention and reducing outstanding payments.

Key Skills & Requirements

• 13 years of experience in CRM, customer service, payment collection, tele-calling, or related roles.
• Good communication and follow-up skills.
• Strong negotiation and coordination abilities.
• Proficiency in MS Excel.
• Ability to handle customer grievances calmly and professionally.
• Good understanding of payment follow-up and outstanding collection processes.

Key Performance Indicators (KPIs)

• Payment collection and reduction in outstanding amounts.
• Timely closure of customer grievances.
• Customer response and satisfaction.
• Follow-up efficiency.
• Accuracy of CRM records and reports.
• Coordination with internal departments.
• Reduction in pending complaints and overdue payments.