CRM Associate

Job Summary

We are looking for a proactive and customer-focused CRM Associate to join the CRM team. The ideal candidate willhandle customer queries and escalations across email and phone, ensuring timely and effective resolution. This rolerequires excellent communication skills, strong task management, and the ability to collaborate with internal andexternal stakeholders to meet defined turnaround times (TAT).

Key Responsibilities

Customer Support & Communication Handle customer queries, complaints, and escalations through email and outbound/inbound calls. Ensure all customer interactions are clear, professional, and aligned with company communication standards. Provide timely updates to customers on the status of their issues until closure. Issue Resolution & Coordination Coordinate with internal teams such as Service, Operations, Technical Support, and Logistics to resolve customerissues within defined TAT.

Work with external partners/vendors when required to expedite solutions. Track and follow up on all open tickets to ensure prompt resolution. CRM System Management Log, update, and monitor customer queries in the CRM system. Maintain accurate case records and documentation for audit and internal review. Identify recurring issues and highlight them to the CRM leadership for process improvement.

Quality & Process Adherence Adhere to standard operating procedures (SOPs) for query handling and escalation management. Ensure SLAs and TATs are consistently met. Support in preparing reports, dashboards, and insights related to customer interactions.

Requirements

Experience 0–2 years of experience in customer support, CRM, or service coordination roles. Freshers with excellent communication skills are encouraged to apply. Skills & Competencies Strong verbal and written communication skills (English + regional languages preferred). Good task management and follow-up discipline. Problem-solving mindset with attention to detail.