Customer Relationship Manager
About This Role
Key Requirements
- Minimum 5 years of experience using Zoho CRM.
- Strong experience in customer relationship management, customer follow-ups, and CRM data handling.
- Ability to manage customer inquiries, complaints, service updates, and after-sales communication.
- Good knowledge of CRM workflows, lead management, customer segmentation, reporting, and automation.
- Strong communication skills in English; additional languages will be an advantage.
- Experience in optical retail, healthcare, or retail customer service will be preferred.
- Ability to work with sales, inventory, and management teams to improve customer experience.
Key Responsibilities
- Manage and maintain customer data accurately in Zoho CRM.
- Handle customer inquiries through phone, WhatsApp, email, and in-store communication.
- Track leads, customer visits, quotations, orders, follow-ups, and service requests.
- Create and manage CRM workflows, reminders, tasks, and customer follow-up schedules.
- Monitor customer order status, prescription lens updates, delivery updates, and after-sales service.
- Follow up with customers for pending orders, repeat purchases, feedback, and satisfaction checks.
- Manage customer complaints professionally and coordinate with the relevant team for resolution.
- Prepare CRM reports on leads, sales opportunities, customer activity, follow-ups, and conversion rates.
- Support marketing campaigns, promotions, customer retention activities, and loyalty programs.
- Segment customers based on purchase history, preferences, and follow-up requirements.
- Ensure all customer interactions are recorded properly in Zoho CRM.
- Coordinate with sales staff to improve lead conversion and customer service quality.
- Identify opportunities to improve customer experience and retention.
- Maintain confidentiality of customer information and follow company policies.
Pay: AED3,000.00 - AED5,000.00 per month
Work Location: In person
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