Executive - Customer Relationship Management - Fashion/Textile (2-3 yrs)

As a CRM Executive, you will be responsible for managing and enhancing customer relationships to ensure satisfaction and retention. Your role will involve addressing customer queries, gathering feedback, and maintaining the CRM system to support business objectives in the fashion and textile industry.

Key Responsibilities :

Customer Queries :

- Respond promptly to customer inquiries via various channels (phone, email, chat).

- Provide accurate information about products, services, and company policies.

Customer Feedback :

- Collect and analyze customer feedback to identify areas for improvement.

- Collaborate with relevant departments to implement changes based on customer insights.

Customer Retention :

- Develop and implement strategies to improve customer retention rates.

- Monitor customer engagement and proactively reach out to ensure satisfaction.

CRM Management :

- Maintain and update customer records in the CRM system to ensure data accuracy.

- Generate reports on customer interactions, feedback, and retention metrics for management review.

Customer Service :

- Deliver exceptional customer service by building strong relationships with clients.

- Address and resolve customer complaints and issues in a professional manner.

Collaboration :

- Work closely with sales, marketing, and product teams to ensure a cohesive customer experience.

- Participate in team meetings to share insights and improve overall customer service strategies.

Training & Support :

- Assist in training new team members on CRM processes and customer service best practices.

- Provide support and guidance to customers regarding product usage and services.

Qualifications :

- Minimum 2 years of experience in CRM management or customer service roles, preferably in the fashion/textile industry.

- Strong communication and interpersonal skills.

- Proficiency in CRM software and MS Office Suite.

- Ability to analyze customer data and feedback for strategic insights.

- Excellent problem-solving skills and a customer-oriented mindset.