Customer Relationship Management Executive

About the Job

Lets Driev offers vehicle rentals. This role is for a CRM Executive to manage the customer journey from inquiry to renewal or return, focusing on turning leads into rentals, retaining active customers, and addressing queries. Freshers are welcome; training will be provided, emphasizing attitude and follow-through.

What You Will Own

• Inbound leads from calls, WhatsApp, and the website, from first contact to booking.
• Callbacks for missed and unanswered calls, ensuring no customer waits unanswered.
• Renewal follow-ups for active rentals before their billing period ends.
• Customer tickets for home delivery, home pickup, self-return, and service calls, until closure.
• Handling of inactive and returning customers, including refund and deposit queries.
• Accurate CRM records: lead status, call outcomes, next follow-up dates, and notes.

Responsibilities

Lead Management

• Prioritize leads daily based on status, channels, missed calls, city, and rental history.
• Call new leads promptly, explain plans clearly, and move them towards booking.
• Identify and merge duplicate leads from various channels.
• Follow up on warm leads until conversion or closure.

Active Customer Care

• Contact customers nearing rental end dates to confirm renewal, extension, or return.
• Respond to missed incoming calls and WhatsApp messages on the same day.
• Verify vehicle and plan details on the bill match the customer's actual usage.

Ticket Follow-through

• Track deliveries, pickups, self-returns, and service calls, and follow up on pending items with the operations team.
• Escalate urgent issues immediately, especially safety concerns like brake or tire faults.
• Close the loop with customers after every resolution.

Inactive and Returning Customers

• Identify inactive customers requiring smooth rentals, such as those with pending home deliveries.
• Route inactive customers with recent self-returns or home pickups, likely involving refund or deposit queries, to the appropriate team.
• Win back lapsed customers where feasible.

Reporting and Hygiene

• Update the CRM after every interaction.
• Share a daily summary of leads worked, callbacks completed, renewals secured, and open escalations.
• Report gaps in call, ticket, or billing data to the team lead.

Requirements & Tech Stack

• CRM tools
• Call logs
• Ticketing systems
• Phone
• WhatsApp
• Excel or Google Sheets

Qualifications

For Freshers (₹15,000 per month to start)

• Graduate or final-year student in any stream.
• Clear, polite spoken communication in English, Hindi, and Odia.
• Willingness to learn, take feedback, and make a high volume of calls.
• Basic comfort with a phone, WhatsApp, and Excel or Google Sheets.
• Internships, part-time jobs, or customer-facing work are a plus, but not required.

For Experienced Candidates (up to ₹25,000 per month)

• 1 to 3 years in CRM, customer support, inside sales, or tele-calling, ideally in rentals, mobility, delivery, or subscriptions.
• Experience with CRM tools, call logs, and ticketing systems.
• A track record of conversions, renewals, or good customer ratings.
• Ability to prioritize under time pressure and handle upset customers calmly.

For Everyone

• Reliable follow-up: make promised callbacks.
• Honest, tidy record-keeping.

Strong Signals

• Ability to explain prioritization of calls.
• Demonstrated ability to convert missed calls or cold leads into sales (or instinct for it as a fresher).
• Maintenance of tidy notes for customer history continuity.
• Timely escalation of significant problems.
• Observation of patterns in customer behavior or recurring issues.