Walk-in | CRM Executive

Akshayakalpa; Bengaluru; On-site; INR 279,000 - 446,000; Full time

Job summary

Akshayakalpa in Bengaluru is seeking a customer support executive to handle inbound and outbound interactions across calls, emails, WhatsApp, and social media. You will identify customer needs, promote products, and convert leads into long-term relationships.

You will maintain accurate CRM records, collaborate with teams to resolve issues, and work to improve overall customer satisfaction through proactive engagement. Strong communication and multitasking are essential.

Qualifications

• Experience in a call-center environment.
• Strong written and verbal communication skills.
• Exceptional problem-solving ability with good judgement.
• Active listening and multitasking abilities.
• Experience in customer retention, sales and customer service is a plus.
• Solid understanding of the sales process and customer retentions.

Responsibilities

• Handle customer interactions across multiple channels and document in CRM.
• Build sustainable customer relationships through proactive engagement and clear communication.
• Promote products and services, convert leads, and follow up with customers.
• Escalate complex issues to appropriate teams for rapid resolution.
• Maintain accurate call records and meet daily targets.
• Suggest improvements to enhance overall customer experience.

Skills

Call center experience

Written & verbal communication

Problem solving

Active listening

Multitasking

Teamwork

Sales & retention experience

CRM documentation

Tools

CRM software

Phone systems

Job description

Inbound:

Responsibilities:

• Manage Customer interactions across various support channels, including incoming and outbound calls, retentions, inside sales, lead conversion, marketing surveys calls, emails, whatsApp, and social media. Identify and assess customer needs to provide efficient support.
• Customer Orientation and ability to adapt and respond to various types of customer issues. Showcase strong communication skills and the ability to manage multiple tasks simultaneously.
• Build sustainable relationships with customers through open and interactive communication, addressing inquiries and escalating complex issues to the appropriate team for rapid resolution.
• Call potential customers to promote products and services, convert leads, and follow up to build relationships, understand their needs, and turn them into long-term customers.
• Accurately document all customer interactions, including inquiries, complaints, comments, and actions taken, within the CRM system. Ensure proper tracking and resolution of issues.
• Continuously take steps to improve customer satisfaction and overall experience through proactive engagement and prompt issue resolution.

Required skills:

• Experience in a call-center environment
• Strong written and verbal communication skills
• Exceptional problem-solving ability, backed by good judgement
• Strong communication skills, including active listening.
• Ability to multitask, manage time, and prioritize
• Ability to work individually and as a team member
• Experience in customer retention, sales, and customer service roles is a plus.
• Solid understanding of the sales process and customer retentions.

Outbound:

Key Responsibilities:

• Make outbound calls to customers as per the daily calling list.
• Educate customers about products, services, offers, and processes.
• Understand and record customer concerns and feedback.
• Ask relevant questions to understand the customers experience.
• Identify common customer issues and share them with the team.
• Maintain accurate call records and update the CRM/system.
• Follow up with customers wherever required.
• Escalate important or unresolved concerns to the concerned team.
• Maintain a polite, professional, and customer-friendly approach during calls. Achieve daily calling and feedback targets.

Skills Required:

• Good communication skills.
• Comfortable speaking with customers over the phone.
• Basic knowledge of English and local language.
• Good listening and understanding skills.
• Basic computer knowledge.
• Positive attitude and willingness to learn.