Client Relationship Manager

Job Overview

The Client Relationship Manager (CRM) at Zero Carbon Tech24 Private Limited is tasked with overseeing and nurturing customer interactions to ensure high satisfaction and retention. This role reports directly to the Business Head within the Customer Relations department and focuses on managing client queries, maintaining detailed customer records, coordinating service activities, and supporting initiatives to grow and maintain client loyalty.

Responsibilities

• Serve as the main liaison for customers, fostering strong, lasting partnerships with both current and prospective clients.
• Respond promptly and efficiently to customer questions and concerns to enhance satisfaction.
• Document and monitor incoming inquiries and leads, performing follow-up communications as needed.
• Manage client onboarding processes and required documentation efficiently.
• Provide clients with regular updates related to projects and services; organize meetings and site visits when necessary.
• Record and handle customer complaints, ensuring service requests are addressed promptly and satisfactorily.
• Oversee contract renewals such as AMC agreements and track feedback to identify opportunities for repeat business.
• Keep accurate logs of customer interactions and prepare comprehensive reports on service activities weekly and monthly.

Qualifications and Skills

• Undergraduate degree in Business Administration, Marketing, Management, or a closely related discipline.
• A proven track record with 3 to 8 years of experience in roles centered on customer service, CRM, or client management.
• Strong verbal and written communication skills coupled with excellent interpersonal abilities.
• Proficiency in Microsoft Excel, Word, and CRM software applications.
• Effective organizational skills, sharp problem-solving capabilities, and the ability to multitask.

Performance Metrics

• Achieve high levels of customer satisfaction.
• Minimize time taken to resolve complaints.
• Maintain and improve customer retention rates.
• Ensure timely renewals of AMC contracts.
• Respond swiftly to customer inquiries.

Objective

The role aims to deliver exceptional customer experiences, prompt support, and secure enduring client relationships, contributing positively to the expansion of Zero Carbon Tech24 Private Limited.