Crm Executive

Job Description CRM Executive

Company: K95 Foods Pvt. Ltd.
Brand: Toyo Kombucha
Location: Kamla Nagar, Delhi
Experience: 4–5 Years
Employment Type: Full-time

About the Role

We are looking for a proactive and customer-focused CRM Executive who will be responsible for managing customer interactions, resolving queries, maintaining customer relationships, and ensuring a smooth customer experience across all touchpoints.

Key Responsibilities

• Manage customer queries, complaints, feedback, and requests through calls, WhatsApp, email, and other communication channels.
• Ensure timely resolution of customer issues and maintain proper follow-up until closure.
• Maintain and update accurate customer databases, interaction records, and CRM reports.
• Track customer complaints, repeat issues, returns, replacements, and escalations.
• Coordinate with internal teams such as Sales, Operations, Logistics, and Accounts for timely resolution of customer concerns.
• Monitor customer feedback and identify recurring issues or gaps in service.
• Track customer retention, repeat purchases, and other relevant CRM metrics.
• Prepare daily/weekly/monthly CRM reports and provide actionable insights to the management.
• Ensure a professional and positive customer experience at every interaction.
• Support customer engagement and retention initiatives as required.

Requirements

• 1–3 years of experience in CRM, Customer Support, Customer Success, or a similar role.
• Excellent verbal and written communication skills.
• Strong working knowledge of MS Excel/Google Sheets and CRM tools.
• Good analytical and problem-solving abilities.
• Strong follow-up and coordination skills.
• Ability to handle multiple customer issues simultaneously.
• High ownership, accountability, and attention to detail.
• Experience in FMCG, D2C, E-commerce, or Quick Commerce will be preferred.

Non-Negotiable Skills

• Excellent communication skills.
• Strong Excel/Google Sheets knowledge.
• Logical thinking and problem-solving ability.
• Strong ownership and follow-up.
• Ability to handle customers professionally under pressure.
• Good understanding of CRM data and reporting.

What We’re Looking For

Someone who does not simply close customer tickets, but understands why customers are facing issues, identifies patterns, and helps the company improve the overall customer experience.Role & responsibilities

Preferred candidate profile