Sr Executive / Assistant Manager CRM

Job Description:

Location: Mumbai (Goregaon)

Working Days: Monday - Saturday

Time: 9:30AM - 6:00PM

Role: Sr.Executive / Assistant Manager CRM

Overview:
We are seeking an Sr.Executive/AM CRM to join our dynamic team in the logistics division of our ecommerce business. The ideal candidate will be responsible for managing and enhancing relationships with our customers, ensuring their satisfaction with our logistics services, and addressing any concerns or issues they may have. This role requires strong communication skills, attention to detail, and a customer-centric approach.

Responsibilities:

• Revenue Growth Initiatives: Proactively engage with existing customers to promote additional services, upsell and cross-sell services to increase revenue per client.
• Customer Retention Strategies: Develop and implement strategies to increase client retention. Leverage customer feedback and insights to identify areas for improvement and tailor solutions to meet customer needs.
• Customer Communication: Serve as the primary point of contact for customers regarding logistics inquiries, concerns, and escalations. Communicate with customers via phone, email, and chat in a professional and timely manner.
• Relationship Management: Build and maintain strong, long-lasting relationships with customers by understanding their needs, preferences, and expectations. Proactively engage with customers to gather feedback, address concerns, and identify opportunities for improvement.
• Order Tracking and Management: Monitor the status of customer orders throughout the fulfillment and delivery process. Provide customers with timely updates on order status, shipment tracking information, and estimated delivery times.
• Issue Resolution: Respond to customer inquiries and complaints promptly and effectively. Investigate issues, identify root causes, and implement corrective actions to resolve customer concerns and ensure satisfaction.
• Cross-functional Collaboration: Collaborate with internal teams, including logistics operations, customer service, and sales, to coordinate customer requests, address issues, and optimize the overall customer experience.
• Performance Reporting: Track and report key performance metrics related to customer satisfaction, order fulfilment, and service quality. Analyse data to identify trends, patterns, and areas for improvement.

Interested candidates can also directly apply at saurav.patil@dtdc.com