Team Leader - CRM (Noida)

Cloud Dhobi; Noida; On-site; INR 355,446 - 425,754; Full time

Job summary

Cloud Dhobi is seeking a dynamic CRM Team Leader to manage their in-house customer service team in Noida. The candidate will lead a team of CRM executives to ensure efficient customer handling and satisfaction. This mid-senior level role requires strong leadership and communication skills along with a background in customer service management. The ideal candidate will thrive under pressure and be adept with CRM tools.

Qualifications

• Minimum 2-3 years of experience in customer service, preferably in B2C.
• Prior experience as a Team Leader or Senior CRM Executive.
• Strong communication skills in English and Hindi.

Responsibilities

• Lead and supervise a team of CRM executives.
• Handle escalated customer issues with prompt resolution.
• Prepare weekly/monthly reports on team performance.

Skills

Communication

Multitasking

Team Leadership

Pressure Handling

Education

Graduation

MBA/PG

Tools

CRM Tools

Ticketing Software

IVR Systems

Job description

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Budget - 35k in hand (apply only if you are okay with the budget)

We are seeking an experienced and dynamic CRM Team Leader to manage our in-house customer service team. You will lead a team of agents handling inbound/outbound calls, customer queries, complaints, and retention. Your role will be pivotal in ensuring a seamless customer experience and driving customer satisfaction and loyalty.

Key Responsibilities:

• Lead and supervise a team of CRM executives (2-3 members).
• Monitor daily operations including call handling, ticketing, and escalations.
• Set clear performance metrics and ensure SLAs/TATs are met.
• Handle escalated customer issues with prompt resolution.
• Analyze feedback and suggest improvements to enhance customer satisfaction.
• Coordinate with logistics, plant, and tech teams for smooth service execution.
• Maintain documentation of complaints, feedback, and closures.
• Prepare weekly/monthly reports on team performance and customer trends.
• Train new CRM hires and conduct periodic refreshers for the team.
• Manage IVR system efficiency and suggest tech/process improvements.

Requirements:

• Minimum 2–3 years of experience in customer service, preferably in a B2C setup.
• Prior experience as a Team Leader or Senior CRM Executive.
• Strong communication skills in English and Hindi.
• Ability to handle pressure, multitask, and lead a small team.
• Familiarity with CRM tools, ticketing software, and IVR systems.
• Graduation mandatory; MBA/PG preferred but not compulsory.

To apply, send your CV to [e-mail]

Budget - 35k in hand (apply only if you are okay with the budget)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Laundry and Drycleaning Services

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