Customer Relationship Manager

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