Customer Relationship Manager

Location: Lower Parel

Experience: 5 years

Industry: FMCG

Key Responsibilities

Lead and supervise a team of Customer Service Representatives (CSRs).

Monitor daily team performance against defined KPIs and SLAs.

Allocate work, manage schedules, and ensure adequate team coverage.

Handle escalated customer queries and resolve issues within agreed timelines.

Monitor calls, emails, chats, and other customer interactions for quality.

Conduct regular team briefings, coaching, and performance reviews.

Identify training and development needs and provide continuous guidance to team members.

Prepare and share daily/weekly/monthly performance reports.

Track key metrics such as response time, resolution time, CSAT, productivity, attendance, and SLA adherence.

Coordinate with internal departments to resolve customer-related issues.

Ensure adherence to company policies, processes, and customer service standards.

Identify recurring customer issues and recommend process improvements.

Support onboarding and training of new team members.

Maintain accurate customer records and ensure proper documentation.

Required Skills

Strong verbal and written communication skills .

Good team-handling and people-management abilities.

Strong customer-service and problem-solving skills.

Ability to handle escalations professionally.

Good analytical and reporting skills.

Proficiency in MS Excel and customer service/CRM tools.

Ability to work under pressure and manage multiple priorities.

Strong decision-making and interpersonal skills.

Job Type: Full-time

Pay: ₹35,000.00 - ₹50,000.00 per month

Work Location: In person