Customer Relationship Management Executive

Job Title: CRM Representative

Location: Bangalore

Role Overview:

We are seeking a proactive and customer-focused CRM Representative to manage member interactions, drive service conversions, and support service delivery. This role involves making outbound and inbound calls, handling enquiries, ensuring timely follow-ups, and coordinating with internal teams and partners to deliver services effectively.

The CRM Representative will play a key role in engaging members, converting leads into services, and ensuring a smooth end-to-end service experience.

Key Responsibilities:

CRM & Calling

• Handle inbound and outbound calls to members and leads

• Ensure timely follow-ups on all enquiries and service requests

• Maintain accurate data entry and updates in the CRM system

Service Conversion

• Convert enquiries and event leads into service bookings

• Clearly explain available services and guide members to the right solution

• Capture reasons for non-conversion

Service Delivery Support

• Coordinate with internal teams and partners for service fulfilment

• Track service status and ensure timely closure

• Keep members informed on service progress

Data & Reporting

• Maintain call logs, follow-up records, and service updates

• Ensure all interactions are documented with comments and dates

• Share daily updates on calls, leads, and conversions

Customer Experience

• Address member queries and concerns promptly

• Escalate issues when required

• Ensure a positive and empathetic interaction with senior citizens

Key Performance Indicators (KPIs):

1. Call & Follow-up Efficiency
2. Achieve daily call targets with 100% follow-up on assigned leads within defined timelines.
3. Conversion Rate
4. Convert of enquiries into service requests.
5. Service Coordination
6. Ensure timely tracking and closure of service requests with clear updates.
7. CRM Data Accuracy
8. Maintain 100% accuracy in CRM entries and call documentation.
9. Customer Satisfaction
10. Ensure positive feedback and minimal escalations from members.

Qualifications & Skills Required:

• Graduate with 1–3 years of experience in CRM, calling, sales or customer support roles

• Strong communication and interpersonal skills

• Ability to handle calls professionally and empathetically

• Basic knowledge of CRM tools and data entry

• Ability to manage multiple follow-ups and tasks

• Fluency in English and regional language (Kannada preferred)

What We Offer:

• Opportunity to work in the senior care ecosystem

• Exposure to service delivery and customer engagement

• Supportive and purpose-driven work environment

Vayah Vikas is a registered Public Trust dedicated to enhancing the quality of life for the elderly through services tailored to their needs. By collaborating with service providers and establishing State Chapters nationwide, Vayah Vikas focuses on wellness, well-being, and self-actualization to foster dignified and enriched living for seniors. The organization is guided by a distinguished leadership team comprising accomplished professionals from fields like healthcare, public service, and technology. Vayah Vikas is committed to building a supportive community and impactful initiatives for the betterment of the elderly population.

Role Description

This is a full-time, on-site role based in New Delhi for a Customer Relationship Management (CRM) Executive. The CRM Executive will focus on managing and improving relationships with members, ensuring exceptional customer experience, and supporting customer retention strategies. Day-to-day responsibilities include addressing member queries, analyzing customer behavior, developing strategies to enhance satisfaction, and supporting the sales team by identifying growth opportunities. This role will also involve collaborating with various stakeholders to improve member engagement and satisfaction.

Qualifications

• Strong Analytical Skills to assess customer data and derive actionable insights
• Proficiency in Customer Experience and Customer Retention management
• Excellent Communication skills for effective interaction with members and stakeholders
• Experience in Sales and relationship management
• Strong organizational and multitasking abilities
• Proficiency in CRM tools and software is a plus
• Bachelor's degree in Business Administration, Marketing, or a related field
• Prior experience working in non-profit or eldercare services will be an advantage