CRM Executive

Job Summary

The CRM Executive in the Kalki One Sales Team plays a vital role in building and maintaining strong relationships with our clients. Beyond strategizing and data management, this role involves direct customer interaction across phone calls, live chat, and digital channels. The ideal candidate will also support floor management during peak retail hours to ensure exceptional customer service at every touchpoint.

Roles and Responsibilities

• Customer Interaction & Support:
• Manage and resolve incoming customer queries efficiently via phone calls and live chat channels.
• Serve as the primary point of contact for customer complaints, inquiries, and post-purchase follow-ups.
• Online Sales & Lead Management:
• Handle online sales inquiries received through the website, social media, and digital channels, guiding prospects through the buyer's journey.
• Follow up on warm leads and online inquiries to maximize conversion rates.
• In-Store & Retail Operations Support:
• Provide on-ground support in the retail store during peak hours, weekends, or high-traffic events to ensure seamless customer service and crowd management.
• CRM Strategy & Data Management:
• Develop and execute CRM initiatives to enhance customer engagement, satisfaction, and long-term retention.
• Maintain clean customer records in the CRM platform and track purchase behaviors.
• Analytics & Performance Tracking:
• Analyze customer interaction data to identify trends, pain points, and upsell/cross-sell opportunities.
• Monitor key performance indicators (KPIs) such as customer response time, query resolution rate, and retention metrics.
• Cross-Departmental Collaboration:
• Work closely with the Sales, Marketing, and E-commerce teams to ensure CRM activities align with broader business objectives and marketing campaigns.

Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Communication, or a related field.
• 2+ years of hands-on experience in CRM, customer support, or online sales support.
• Proven ability to multi-task between digital communication tools, phone support, and face-to-face customer interactions.
• Prior experience in retail sales or handling luxury/apparel/fashion client interactions is a strong plus.

Key Skills & Competencies

• Communication & Interpersonal: Excellent verbal and written communication skills across calls, emails, and live chat platforms.
• Customer-Centricity: Strong problem-solving ability with patience and empathy in managing diverse client expectations.
• Sales & Inquiry Handling: Ability to convert inquiries into sales and handle lead follow-ups professionally.
• CRM & Technical Proficiency: Hands-on experience with CRM software, live chat tools, and basic data reporting tools.
• Adaptability & Resilience: Comfortable stepping in to support retail floor operations during high footfall periods.

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person