Mohammad Sarfaraz

Customer Relationship Manager at COMMON SERVICE CENTRE

• India - Muzaffarpur
• July 2021 to March 2024

We are seeking a passionate and results-oriented Customer Relationship Manager (CRM) to join our growing team. In this role, you will be responsible for building and maintaining strong relationships with our customers across various channels. You will be a champion for customer satisfaction, working to resolve inquiries, identify opportunities, and develop strategies to enhance the customer experience.

Responsibilities:

Customer Interaction:
Respond to customer inquiries and complaints via phone, email, chat, and social media in a timely and professional manner.
Effectively resolve customer issues, ensuring a positive resolution and exceeding expectations.
Proactively identify customer needs and recommend additional products or services (upselling/cross-selling) where appropriate (applicable to credit card, cloth store, and travel agency).
Build rapport and trust with customers, fostering long-term relationships.
Data Management and Reporting:
Utilize Customer Relationship Management (CRM) software to track customer interactions, record case details, and monitor performance metrics.
Generate reports on customer satisfaction, identify trends, and recommend improvements to customer service processes.
Process Improvement:
Analyze customer feedback to identify areas for improvement in products, services, and overall customer experience.
Collaborate with internal teams (e.g., Sales, Marketing, Operations) to implement strategies for enhancing customer satisfaction.
Industry Specific Responsibilities (tailor to specific industry):
Credit Card: Explain credit card benefits and features, address billing inquiries, and assist with account management.
Cloth Store: Offer personalized styling advice, assist with returns or exchanges, and track customer purchase history for loyalty programs.
Common Service Center: Manage a wide range of customer inquiries across various services or departments.
Travel Agency: Assist with trip planning, booking reservations, addressing travel concerns, and ensuring a smooth travel experience.