Customer Support Executive

Job Description: CRM Executive Sales Support (E-commerce)

Job Title: CRM Executive Sales Support
Department: Sales / Customer Relationship Management
Experience: 1-2 years
Location: 7th Floor, OF-724, SPAZE IT PARK, Sector 49, Sohna Road, Gurugram Haryana

Employment Type: Full-Time

Job Summary

We are looking for a proactive and customer-focused CRM Executive to manage customer relationships, support the sales team, and ensure a seamless customer experience throughout the sales lifecycle. The ideal candidate will maintain CRM data, follow up with leads, coordinate with internal teams, and help drive customer satisfaction and revenue growth in an e-commerce environment.

Key Responsibilities

• Manage and maintain customer records in the CRM system with accuracy and completeness.
• Handle inbound customer inquiries and coordinate timely follow-ups with the sales team.
• Track leads from initial inquiry through conversion and ensure regular follow-up.
• Support the sales team with customer communication, quotations, order updates, and documentation.
• Monitor sales pipelines and prepare daily, weekly, and monthly CRM reports.
• Coordinate with operations, logistics, and customer support teams to ensure smooth order processing.
• Resolve customer issues by coordinating with relevant departments and ensuring timely closure.
• Identify opportunities for upselling and cross-selling existing customers.
• Maintain customer satisfaction by providing prompt and professional service.
• Ensure data accuracy, customer segmentation, and CRM hygiene.
• Assist in executing customer engagement campaigns, promotions, and retention activities.
• Generate MIS reports and provide insights to improve sales performance.

Required Qualifications

• Bachelor's degree in Marketing, or a related field.
• 1.52years of experience in CRM, sales support, or customer service, preferably in e-commerce.
• Experience working with CRM platforms such as ZOKO, CHATBOT, GO QUICK or similar.
• Proficiency in Microsoft Excel and MS Office.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.

Preferred Skills

• Customer relationship management.
• Lead management and follow-up.
• Sales coordination and support.
• Data analysis and reporting.
• Problem-solving and conflict resolution.
• Time management and attention to detail.
• Ability to work in a fast-paced e-commerce environment.

Key Performance Indicators (KPIs)

• Lead response time.
• Lead-to-customer conversion rate.
• CRM data accuracy.
• Customer satisfaction (CSAT).
• Follow-up completion rate.
• Customer retention and repeat purchase support.
• Timely report generation and CRM updates.