CRM- CLR Facility Services- Pune

Role & responsibilities

The CRM Specialist will be responsible for managing customer relationships, optimizing customer interactions, and improving overall service delivery in facility management. This role will focus on utilizing CRM tools to enhance customer satisfaction, streamline operations, and support business growth.

Key Responsibilities:

1. Customer Relationship Management:

• Develop and maintain strong relationships with clients.
• Act as the primary point of contact for customer inquiries and issues.
• Incident coordinator for Pan India along with tracker maintained

1. Data Management:

• Input and maintain accurate customer data (Request & Feedback) in the CRM system.
• Analyze customer needs as per agreement to identify trends and opportunities for service improvement.
• Maintain MMR and QBR in timely manner for all KEY customer
• Keep all contractual reports and records updated 
• Preparing incident reports for Pan India as an when require
• Payroll tracking for Pan India and sharing the report with regional SPOC

1. Communication and Support:

• Respond to customer inquiries via phone, email, and in-person promptly.
• Provide support for agreed services and coordinate with relevant teams.
• Follow up with respective internal team ensure meet customer needs.
• Keep customer updated for any contingency or proactive message which can lead to the escalation.

1. Reporting and Analysis:

• Generate reports on customer feedback, service delivery, and satisfaction metrics.
• Conduct MMR, QBR and annual review with updated data
• Capture initiatives and implementation recommendations
• Present findings and recommendations to management.
• Monthly attendance tracking and follow up for timely closure

1. Collaboration:

• Work with Operations, sales, marketing, and backend support teams to ensure alignment in service delivery.
• Participate in training sessions to improve service and customer interaction skills.
• Regular internal review conducted to ensure customers needs are taken care.

1. Continuous Improvement:

• Identify areas for process improvement in customer service.
• Stay updated on industry trends and CRM technology advancements.