CRM Audit Executive

Key Responsibilities

• Audit store WhatsApp chats, customer conversations and online chats on a regular basis.
• Review conversations to ensure employees are following the companys communication, service and sales standards.
• Check response time, tone, accuracy, product information and overall customer handling.
• Identify missed queries, delayed responses, incorrect information and unresolved customer concerns.
• Monitor whether customer enquiries are properly followed up until closure.
• Evaluate chats for lead handling, product recommendations, pricing communication and conversion opportunities.
• Prepare daily/weekly audit reports with scores, observations and key gaps.
• Highlight recurring issues and provide feedback to Store Teams and Online Sales Teams.
• Track corrective actions and ensure improvements are implemented.
• Identify instances of poor customer service, inappropriate communication or deviation from SOPs.
• Maintain audit trackers and share performance insights with management.
• Work closely with Retail, Online Sales, and CRM and teams to improve customer communication and conversion.

Key Skills:

• Excellent written communication and attention to detail.
• Strong understanding of customer service and sales processes.
• Good analytical and auditing skills.
• Proficiency in Excel/Google Sheets.
• Ability to review and evaluate large volumes of customer conversations.
• Good understanding of WhatsApp, online chat and digital customer interactions.
• Experience in Retail Audit / Customer Experience / Quality Audit / Online Sales Audit will be preferred.