Customer Relationship Management

Job Title: CRM Executive

Department: Sales & Marketing
Location: VGP Heritage Resort, Chennai
Reports To: Management / Sales & Marketing Head

Job Summary

We are looking for a CRM Executive who will primarily be responsible for handling and maintaining customer calls, following up with guests and leads, maintaining customer records, and ensuring proper communication with existing and potential customers.

Key Responsibilities

• Handle incoming and outgoing customer calls professionally.
• Maintain a proper call log and record of all customer interactions.
• Follow up with customers regarding enquiries, bookings, events, packages, and other requirements.
• Make regular follow-up calls to leads and potential customers.
• Maintain and update the CRM/customer database with call details and follow-up status.
• Ensure no customer enquiry or follow-up is missed.
• Coordinate with the Sales, Front Office, F&B, and other departments based on customer requirements.
• Handle customer complaints and ensure they are properly communicated to the concerned department.
• Make post-visit calls to collect guest feedback and maintain customer relationships.
• Maintain records of repeat customers and important customer preferences.
• Contact previous guests and customers regarding upcoming offers, events, packages, and promotions.
• Prepare daily call reports, including calls received, calls made, follow-ups completed, and pending calls.
• Escalate important customer issues to the management or concerned department.
• Maintain customer information and communication records confidentially.

Required Skills & Qualifications

• Any degree or diploma.
• Experience in CRM, telecalling, customer service, hospitality, or sales is preferred.
• Excellent telephone etiquette and communication skills.
• Good spoken English and Tamil; Hindi is an advantage.
• Good follow-up and convincing skills.
• Basic knowledge of MS Excel, WhatsApp Business, email, and CRM software.
• Pleasant personality and professional approach.
• Ability to maintain accurate records and handle multiple customer follow-ups.
• Customer-focused and responsible attitude.

Key Performance Indicators (KPIs)

• Number of calls handled and completed.
• Proper maintenance of call records.
• Timely follow-up of enquiries.
• Lead conversion through follow-up calls.
• Customer satisfaction and feedback.
• Number of pending follow-ups closed.
• Accuracy of CRM/customer database.

Employment Type: Full-Time
Salary: As per experience and suitability.

Contact : Nijusha

7550036140

Pay: From ₹20,000.00 per month

Benefits:

• Food provided

Work Location: In person