CRM Executive

1. Smooth flow of helpline calls/messages/mails
2. Analyze incoming support calls (Hunting and call back requests) and cluster these calls and suggest to management for improvement of our services by providing scope of improvement for each cluster.
3. Regular CRM Mailers
4. Ensure smooth flow of DSC process.
5. Software Feature development
6. FAQ regular updating based on customer query (analyze monthly errors) add up common errors and update in FAQ
7. Analyse repetitive and reduce repetitive calls through FAQ and training sessions.
8. To ensure that discontinued customers are minimal and if any provide list of such customers to management at end of each month along with reason for discontinuation.
9. TAT for CB is below 4 hours.
10. Hunting always available in office hours
11. Weekly update on customer pain points and suggested solution
12. Implementation of automated processes including BOTS etc.
13. Provide Roadmap for enhancing skill set among team to move from lower skill level to higher skill level.
14. Monitor and control all formats of communications with existing customers.
15. To understand all product offerings from time to time
16. Manage the flow of daytoday operations.
17. Distribute reports to appropriate personnel of required department.
18. Motivate team members.
19. Any other work assigned time to time.

crm,call escalation,team handling,customer relations