Head - Customer Relationship Management (11-12 Yrs) Hyderabad (After-Sales/Customer Service)

Required Skills: Customer Relationship Management (CRM), Complaint Handling & Resolution, Lead Management, Billing & Invoicing, Proficiency in CRM / ERP Tools, Problem Solving & Decision MakingMandatory Criteria - Candidate should be from Industrial or Manufacturing Industry only- Candidate should have rich experience in Customer relationship Management (CRM)- Should be proficient in MS Office i.e. Word, PowerPoint and Excel- Should be good in handling and resolving customer complaints quickly and efficiently.Order management - Tracking from order placement, order fulfillment, Dispatch, Shipping, following upShould be good in Billing & InvoicingDescriptionKey Duties and Responsibilities:-- Maintain smooth communication with customers and promptly reply to their queries- Respond and resolve customer complaints quickly and efficiently- Identify the most efficient customer interaction approaches & prioritize them accordingly- Develop & execute customer relationship management campaigns to increase customer loyalty- Identify new and more cost-efficient communication channels with customersOrder management - Tracking from order placement, order fulfillment, Dispatch, Shipping, following upLead Management - Tracking from lead generation, lead segmentation, lead qualification, lead scoring, lead conversionCoordinate different departments in terms of their customer interactions and establish a way to increase the level and effectiveness of their cooperation- Monitor direct competitors of the company and find out how they handle customer relationships- Handling warranty management of the company & follow up with the technical quality & concerned department heads- Adopt new trends & strategies to expand the customer base such as upselling and cross-sellingBilling processFunctional Competencies:- Excellent Communication with written & Oral - English- Proficiency in MS office i.e. Word, PowerPoint and ExcelBehavioral Competencies- Analytical Skills- Lead Management- Teamwork skills- Customer Service Skills- High Energy levels- Problem solving skills- Data Analysis- Market Knowledge (ref:updazz.com)

Payroll Type : Permanent