Manager, CRM

MVN Group; Dwarka; On-site; INR 520,000 - 900,000; Full time

Job summary

MVN Group seeks a Customer Relationship Manager to enhance client engagement, handling inquiries, complaints, and requests for a key portfolio. The role emphasizes MIS reporting and adherence to service levels.

You will use CRM software and MS Office to maintain records, coordinate with internal stakeholders, and ensure timely, high-quality customer interactions, with a focus on collections where applicable.

Qualifications

• Experience in customer relationship management, client-facing role.
• Strong interpersonal and communication skills.
• Proficiency in CRM software and MS Office.
• Excellent organizational skills and attention to detail.
• Ability to work independently and prioritize tasks.
• Familiar with collections processes and financial principles (preferred).
• Maintain confidentiality and discretion.

Responsibilities

• Smooth takeover of the customer relationship from sales.
• Single point of contact for all support matters.
• Receive and resolve customer enquiries, complaints and requests.
• Maintain customer interaction data for analysis.
• Coordinate with internal stakeholders to resolve queries.
• Follow up and execute contractual and regulatory documentation activities.
• Manage collectibles from customers as per project completion.
• Ensure high quality of customer interaction.
• Maintain high standards of service delivery & timely resolution.
• Extract data from MIS systems to create meaningful MIS reports.
• Enable adoption of SFDC/ERP and related portals.
• Create reports for senior stakeholders.

Skills

CRM software

MS Excel

MIS Reporting

PowerPoint

Communication

Interpersonal skills

Organizational skills

Confidentiality

Independent work

Education

Graduate degree

MBA in Sales/Marketing

Tools

SFDC

ERP systems

FarVision

Portal

Job description

Department: Customer Relationship Management

Location: Dwarka Expressway, Gurugram

Role Overview:

To ensure exceptional customer relationship, resolve customer enquiries complaintsand requests, managing collection, execute contractual and regulatory documentation activitieswhile maintaining a high quality of customer interaction.

Key Responsibilities:

• Smooth takeover of the customer relationship from sales.
• Single point of contact for the customer for all support matters.
• Receive and resolve customer enquiries complaints and requests.
• Maintain customer interaction data for future analysis.
• Co-ordinate and liaise with internal stake holders, horizontals / verticals to resolve the customerqueries.
• Follow up and execute contractual and regulatory documentation activities.
• Manage collectibles from customers as per project completion.Avoid collections shortfall and contingency planning.
• Ensure high quality of customer interaction.
• Maintain high standards of service delivery & query resolution within specified TATs.
• Follow standardized MIS procedures and Extract data from various MI systems to create of meaningful and insightful MIS.
• Enable adoption of software like SFDC/ERP (farvision/Portal) etc.
• Create reports for a varied audience of senior stakeholders.

Requirements:

• Proven experience in customer relationship management, preferably in a client-facing role.
• Strong interpersonal and communication skills, with the ability to build rapport and resolve conflicts.
• Excellent organizational skills and attention to detail.
• Proficiency in using CRM software, Microsoft Office Suite, MS Excel, MIS Reporting and Powerpoint.
• Ability to work independently and prioritize tasks effectively.
• Knowledge of financial principles and experience with collections processes is preferred.
• Ability to maintain confidentiality and handle sensitive information with discretion.

Education

Graduate in any discipline; MBA in Sales/Marketing preferred