Assistant Manager - CRM

Job Description – Assistant Manager – CRM

Company Name

Orange O Tec Pvt. Ltd.

Department

Customer Relationship Management (CRM)

Designation

Assistant Manager – CRM

Location

Surat, Gujarat

Reporting To

CRM Manager / Department Head

Job Purpose

To manage customer relationships, ensure timely resolution of customer queries, coordinate with internal departments, monitor customer satisfaction, and improve customer retention through effective CRM processes and communication.

Key Responsibilities

Customer Relationship Management

Manage customer relationships and ensure a high level of customer satisfaction.

Handle customer queries, complaints, escalations, and service-related concerns.

Ensure timely follow-ups with customers and provide regular updates on their requests.

Maintain professional communication with customers through calls, emails, and other communication channels.

Build long-term customer relationships and improve customer retention.

Team Management & Coordination

Supervise and guide CRM executives to ensure efficient handling of customer interactions.

Allocate tasks, monitor team performance, and ensure timely closure of customer requests.

Coordinate with Sales, Service, Technical, Accounts, Dispatch, and other relevant departments to resolve customer issues.

Conduct regular team reviews and provide guidance to improve productivity and service quality.

Escalate critical customer issues to senior management whenever required.

CRM Data & Reporting

Maintain accurate customer records, interaction history, complaints, and follow-up details in the CRM system.

Prepare daily, weekly, and monthly reports on customer complaints, pending cases, resolution time, and customer satisfaction.

Monitor customer feedback and identify recurring issues and improvement opportunities.

Ensure proper documentation and timely updating of customer information in the CRM software.

Track customer commitments and ensure that the concerned departments fulfil them within agreed timelines.

Process Improvement

Develop and implement effective customer support processes and standard operating procedures.

Monitor complaint resolution timelines and ensure adherence to internal service standards.

Identify gaps in customer service and recommend corrective actions.

Work towards improving customer experience, retention, and overall service efficiency.

Support customer feedback surveys and customer satisfaction initiatives.

Required Qualifications & Experience

Graduate in Business Administration, Marketing, Commerce, or a related field; MBA preferred.

3–5 years of relevant experience in CRM, customer relationship management, customer service, or client coordination.

Prior experience in a supervisory or team-handling role is preferred.

Experience in a manufacturing, industrial, B2B, or technical products company will be an advantage.

Familiarity with CRM software, MS Excel, MS Office, and reporting tools.

Required Skills

Excellent communication and interpersonal skills.

Strong customer handling, negotiation, and problem-solving abilities.

Team management and leadership skills.

Ability to manage escalations and resolve customer concerns professionally.

Strong analytical, reporting, and follow-up skills.

Ability to coordinate with multiple departments.

Good organizational skills and attention to detail.

Key Performance Indicators (KPIs)

Customer satisfaction and customer feedback scores.

Average complaint resolution time.

Percentage of customer complaints resolved within the defined timeline.

Number of pending and overdue customer cases.

Customer retention and repeat business support.

Accuracy of CRM records and reporting.

Team productivity and adherence to follow-up schedules.

Reduction in recurring customer complaints.

Working Conditions

Employment Type

Full-time

Work Location

Office-based, Surat

Working Hours

As per company policy

Salary

As per company standards and candidate experience

Pay

₹20,000.00 - ₹40,000.00 per month

Work Location

In person