Team Lead - Customer Relations

Roadmap It Solutions; Puducherry; On-site; INR 469,000 - 781,000; Full time

Job summary

Roadmap It Solutions in Puducherry invites a seasoned Customer Relationship Manager to lead the CRE team, drive service excellence, and ensure timely responses. You will manage relationships with customers, handle escalations, and coordinate with the sales team to convert opportunities.

The role demands strong communication and CRM proficiency to sustain growth. Ideal candidates will have excellent organizational and analytical abilities, and the capacity to set and monitor targets while

Qualifications

• Strong leadership and team management skills.
• Excellent verbal and written communication.
• Experience in customer handling and conflict resolution.
• Experience in lead management and follow-ups.
• Knowledge of CRM tools and MS Excel.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to set targets and monitor performance.
• Experience coordinating with sales, marketing and other teams.

Responsibilities

• Lead, guide, and monitor the CRE team and allocate daily tasks.
• Maintain relationships with existing and prospective customers and address queries.
• Track leads and follow-ups; coordinate with sales to convert opportunities.
• Set daily, weekly, and monthly targets; monitor productivity and conversion rates.
• Coordinate with sales, marketing and other departments to address customer requirements.
• Ensure accurate maintenance of customer information in the CRM.

Skills

Leadership

Team management

Verbal communication

Written communication

Lead management

Customer handling

Conflict resolution

Analytical skills

Problem solving

Tools

CRM tools

MS Excel

Reporting

Job description

Role & responsibilities

1. Team Management

• Lead, guide, and monitor the Customer Relationship Executive (CRE) team.
• Allocate daily tasks and ensure timely completion of assigned activities.
• Conduct regular team meetings and performance reviews.
• Train and motivate team members to achieve departmental targets.

2. Customer Relationship Management

• Maintain strong relationships with existing and prospective customers.
• Ensure timely responses to customer queries, requests, and concerns.
• Handle escalated customer complaints and ensure effective resolution.
• Monitor customer satisfaction and identify opportunities to improve service quality.

3. Lead Management & Follow-up

• Monitor lead generation, lead tracking, and follow-up activities.
• Ensure proper scheduling of customer calls, meetings, and appointments.
• Track the status of leads and ensure consistent follow-ups by team members.
• Coordinate with the sales team to convert qualified leads into business opportunities.

4. Performance Monitoring

• Set daily, weekly, and monthly targets for the team.
• Monitor team productivity, call reports, follow-ups, and conversion rates.
• Prepare and submit performance reports to management.
• Identify performance gaps and implement corrective actions.

5. Coordination & Communication

• Coordinate with sales, marketing, and other departments to address customer requirements.
• Ensure accurate maintenance of customer information and interaction records in the CRM system.
• Communicate product updates, offers, and service information to the team.
• Ensure professional communication with customers through calls, emails, and other channels.

6. Process Improvement

• Develop and implement effective customer relationship management processes.
• Identify opportunities to improve customer retention and service efficiency.
• Ensure the team follows company policies, procedures, and communication standards.
• Provide feedback and recommendations to management for continuous improvement.

Preferred candidate profile

• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Customer handling and conflict-resolution abilities.
• Experience in lead management and customer follow-ups.
• Knowledge of CRM tools, MS Excel, and reporting.
• Strong organizational, analytical, and problem-solving skills.