Customer Relationship Manager

Key Responsibilities:

• Handle customer queries through phone calls, WhatsApp, email, and social media platforms.
• Build and maintain strong relationships with existing and new customers.
• Manage order updates, complaints, returns, exchanges, and customer support.
• Coordinate with Sales, Dispatch, Warehouse, Accounts, and Marketing teams for smooth order processing and customer experience.
• Plan and execute customer engagement campaigns through WhatsApp, SMS, and email marketing.
• Maintain and update customer databases and CRM records.
• Create customer accounts, maintain outstanding records, and coordinate with the Accounts team.
• Use Tally Prime for customer ledger verification, payment follow-ups, credit notes, and account reconciliation.
• Track customer feedback and suggest improvements to enhance service quality.
• Develop and implement customer retention and loyalty initiatives.
• Prepare daily, weekly, and monthly CRM reports.
• Support repeat sales by following up with existing customers.
• Handle customer escalations professionally and provide timely resolutions.

Required Skills:

• Excellent communication and interpersonal skills.
• Strong customer handling and problem-solving ability.
• Knowledge of Tally Prime (Mandatory).
• Knowledge of CRM software, MS Excel, and Google Sheets.
• Ability to maintain customer ledgers and coordinate with the Accounts department.
• Good follow-up and coordination skills.
• Ability to work in a fast-paced fashion and retail environment.
• Basic understanding of sales, customer retention, and payment follow-ups.

Qualification:

• Graduate in any stream (Commerce preferred).

Experience:

• 1–3 years of experience in CRM, Customer Support, Telecalling, or the Fashion/Retail industry.
• Experience in Tally Prime and customer account management is mandatory.
• Experience in the ethnic wear or textile industry will be an added advantage.