Entry Level Qualification 

8

Career Fields 

Business & Management

For Specially Abled 

Career Entrance Exam 

No Entrance Exam

About Career 

1. As a Customer Relationship Management (CRM) Executive, you will be involved in the process of sales, customer services, business development, recruiting, marketing, or in similar other processes in a business. You will be responsible for managing interactions with the existing or potential customers as well as manage relationships with the existing customers of the company in which you work.

2. You will be responding to phone calls from existing and potential customers of a company; chat with the customer using a web application or mobile application, or over social media; and you will respond to emails. You will do one or all of these, depending upon your responsibilities, for resolving queries, problems, recording complaints of the customers who are directly or indirectly engaged with your company and for receiving feedback from the customers.

3. Depending upon your work role, you may also be responsible for making calls to potential customers for generating leads. Lead generation is a process of generating the interest of a potential customer about the products or services that your company offers.

Key Roles and Responsibilities

As a CRM Executive, you will be engaged in all or some of the following key roles and responsibilities:

1. You will be required to answer phone calls of customers and greet them.

2. You will be required to answer and resolve queries of customers as well as complaints related to products or services quickly and efficiently over web-chat, mobile chat, social media interactions, phone calls, and emails.

3. You will be required to check the recorded data of the customers of your company to resolve their queries or the complaints of the customers.

4. You will be required to update customers about their complaint ID, complaint status, etc.

5. You will be required to understand the needs of the customer and address them accordingly.

6. You will be responsible for updating the customer about the latest products for increasing the sales of the organization.

7. You will be required to build and maintain a profitable relationship with your customers.

8. You will be required to meet your managers, internal communication team members, and content development team members, to integrate or modify the communication script.

Career Entry Pathway 

Class 10 all subjects as per scheme of studies –0-1 year of work experience - Obtain NSQF Level 4 Qualification in CRM Domestic Non-Voice or CRM Domestic Voice.

After Class 10, and after having 0-1 year of work experience/internship on various customer service roles (such as Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, Helpdesk Coordinator, Customer Support Representative, Support Engineer, Support Consultant Process Associate- Transaction, Process Associate Voice), you may obtain NSQF (National Skills Qualification Framework) Level 4 Qualification in CRM Domestic Non-Voice or CRM Domestic Voice or a similar course. These qualifications are of 440 hours. For these qualification frameworks, you need to be 18 years of age. Alternatively, training programs in Customer Orientation, dealing with difficult customers, written communication, etc. are also suggested (not mandatory) for obtaining these qualifications. "

After Class 12, you can apply for a job as an Assistant or trainee on various customer service roles such as Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, Helpdesk Coordinator, Customer Support Representative, Support Engineer, Support Consultant Process Associate- Transaction, and Process Associate Voice, and then after gaining a certain number of experiences; you may get promoted as a CRM Executive.

After Class 12, you may obtain a Diploma in Computer Application or a similar course. The duration of this course is generally 6 to 12 months. After the course completion, you will get a job as an Assistant or trainee on various customer service roles.

After Class 12, you may apply for any Bachelor’s Degree such as BA, B.Com, B.Sc., BBA, and B.Tech, etc. And then can apply for various job opportunities on various customer service roles such as Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, Helpdesk Coordinator, Customer Support Representative, Support Engineer, Support Consultant Process Associate- Transaction, and Process Associate Voice.

After Class 12, and after obtaining Bachelor’s Degree in any Discipline, you may obtain a Master’s Degree in any Discipline along with 0-1 year of work experience/internship on various customer service roles. And then may obtain NSQF (National Skills Qualification Framework) Level 4 Qualification in CRM Domestic Non-Voice or CRM Domestic Voice or a similar course. These qualifications are f 440 hours. For these qualification frameworks, you need to be 18 years of age. Alternatively, training programs in Customer Orientation, dealing with difficult customers, written communication, etc. are also suggested (not mandatory) for obtaining these qualifications.

After Class 12, and after obtaining a Bachelor’s Degree in any Discipline, you may obtain a Master’s Degree such as M.A., M.Com. MBA, etc. After which you may apply for various job opportunities on various customer service roles such as Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, Helpdesk Coordinator, Customer Support Representative, Support Engineer, Support Consultant Process Associate- Transaction, and Process Associate Voice.

After Class 10, you may obtain NSQF (National Skills Qualification Framework) Level 4 Qualification in Customer Care Executive (Relation Centre (240 hours)) or Customer Care Executive (Repair Centre (200 hours)) or Customer Care Executive (Call Centre (240 hours) or a similar course. For obtaining Customer Care Executive (Relation Centre) is 2-3 years of sales or Call centre work experience is required and for obtaining Customer Care Executive (Repair Centre) and Customer Care Executive (Call Centre) maximum of 1 year of work experience is required. For these qualification frameworks, you need to be 18 years of age. Alternatively, training programs in Customer Orientation, dealing with difficult customers, written communication, Basic Communication Skill training, Negotiating and conflict management skill training, etc. are also suggested (not mandatory) for obtaining these qualifications.​​​​​​​

After Class 12, and after obtaining Bachelor’s Degree in any Discipline, you may obtain NSQF (National Skills Qualification Framework) Level 4 Qualification in Customer Care Executive (Relation Centre (240 hours)) or Customer Care Executive (Repair Centre (200 hours)) or Customer Care Executive (Call Centre (240 hours) or a similar course. For obtaining Customer Care Executive (Relation Centre) is 2-3 years of sales or Call centre work experience is required and for obtaining Customer Care Executive (Repair Centre) and Customer Care Executive (Call Centre) maximum of 1 year of work experience is required. For these qualification frameworks, you need to be 18 years of age. Alternatively, training programs in Customer Orientation, dealing with difficult customers, written communication, Basic Communication Skill training, Negotiating and conflict management skill training, etc. are also suggested (not mandatory) for obtaining these qualifications.

Required Qualification & Competencies 

After Completing Class 10 in School, you may obtain:

1. NSQF Level 4 Qualification in CRM Domestic Non-Voice or CRM Domestic Voice

2. NSQF Level 4 Qualification in Customer Care Executive (Relation Centre) or Customer Care Executive (Repair Centre) or Customer Care Executive (Call Centre)

After Completing Class 12, you may:

1. Get a job as an Assistant or trainee on various customer service roles

2. Obtain Diploma in Computer Application and then apply for various job opportunities on Customer Service Roles,

3. Obtain a Bachelor’s Degree in any Discipline and then apply for various Job Opportunities,

4. Obtain Bachelor’s Degree in any Discipline and then obtain NSQF Level 4 Qualification in Customer Care Executive (Relation Centre) or Customer Care Executive (Repair Centre) or Customer Care Executive (Call Centre).

COMPETENCIES REQUIRED

Interests

Social: You should have interests for Social Occupations. Social occupations involve helping or assisting others; these involve working with and communicating with people to provide various services; these may involve educating and advising others.

Conventional: You should have interests for Conventional Occupations. Conventional occupations involve repetitive and routine tasks as well as fixed processes or procedures for getting things done. These occupations involve working more with data, systems, and procedures and less with ideas or creativity.

Enterprising: You should have interests for Enterprising Occupations. Enterprising occupations involve taking initiatives, initiating actions, and planning to achieve goals, often business goals. These involve gathering resources and leading people to get things done. These require decision making, risk-taking, and action orientation.

Knowledge

Customer Service: Knowledge about how to provide customer services. This includes understanding customer needs, helping customers to use products and services, answering customer queries, handling customer complaints and grievances, and evaluating customer satisfaction.

English Language: Knowledge about English grammar, words, spelling, sentence construction, using English to communicate with others, reading in English, etc.

Vernacular Language: Knowledge about the grammar, words, spelling, sentence construction, etc. of a local language and using the language to communicate with others, reading, etc.

Skills

Active Listening: Giving full attention to what other people are saying, understanding the points being made by others, asking questions, etc.

Service Orientation: Skills in or keen interest to help and assist people.

Reading Comprehension: Skills in understanding written sentences and paragraphs in work related documents.

Persuasion: Skills in persuading others to change their minds or behaviour.

Time Management: Skills in prioritizing work, managing time effectively.

Abilities

Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression: The ability to communicate information and ideas in speaking so others will understand.

Speech and Language Recognition: The ability to identify and understand the speech and language of another person.

Near Vision: The ability to see details at close range (within a few feet of the observer).

Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension: The ability to read and understand information and ideas presented in writing.

Written Expression: The ability to communicate information and ideas in writing so others will understand.

Personality

1. You are always or mostly organised in your day-to-day life and activities.

2. You are always or mostly careful about your actions and behaviour.

3. You are always or mostly a soft-hearted person.

4. You always or mostly trust others.

5. You are always or mostly helpful to others.

6. You are always calm or generally remain calm in most situations.

Career - Job Opportunities & Profiles 

As a CRM Executive, at the beginning of your career, you will start off as a trainee or intern on various customer service roles such as Customer Service Associate, Customer Service Representative, Customer Service Advisor, Helpdesk Coordinator, Customer Support Representative, and Process Associate Voice, Customer Support Assistant (Voice or Non-Voice), etc. in various banking, finance, accounting, insurance, legal, sales, marketing, IT, manufacturing, management consulting, public sector, etc. Some of the industries where you may find job opportunities are:

1. In various Business Process Outsourcing companies or Business Process Management companies such as TATA Consultancy Services, Genpact, Wipro BPO, Aegis Limited, Serco Global Services, Infosys BPO, WNS Global Services, etc. who are working for other companies such as Amazon, Airtel, Samsung, Flipkart, Nykaa, Myntra, Paytm Mall, Snapdeal, etc.

2. In various airline companies such as Air India, Emirates, Singapore Airlines, Indigo, Vistara, Air Asia and Go Air, etc.

3. In various couriers or food delivery companies such as Shadowfax, India Post, DHL, Blue Dart, FedEx India, First Flight Courier Limited, Swiggy, Dunzo, UberEats, etc.

4. In various Telecom sector companies such as Jio, Airtel, Vodafone, MTNL, BSNL, etc.

5. In various Electronic and Appliances companies such as at their repair centres or support centres such as Samsung, Xiaomi, Nokia, Apple, etc.

6. In Various Banking and Finance Industries such as HDFC Bank, ICICI Bank, Muthoot Finance, Bajaj Finance Ltd., GIC Housing Finance Ltd., IDFC First Bank Ltd, Indiabulls Housing Finance Ltd., etc.

Work Environment

As a CRM Executive, you will have to work during regular business hours or according to the business hours of a client company (if you are working at a Business Process Outsourcing or Business Process Management firm). You will be working in shifts of 8-9 hours per day, and around 40-45 hours per week. You will be working in shifts or rotational shifts. You may often have to work extra hours to meet deadlines and may have to interact with a large pool of crowd or audience. You’ll be working within an office environment. Your work schedule will be quite hectic and stressful.

Career Growth

Here is how you may grow:

1. Trainee (Voice/ Non-Voice Processes) for domestic/international clients – Customer Service Executive/ CRM Executive / similar role – Senior Customer Service Executive/ CRM Executive / similar role or Team Lead (Voice or Non-Voice Process) - Voice or Non-Voice Process Manager – Senior Manager Voice or Non-Voice Process  - Assistant Vice President – Associate Vice President – Vice President.

2. If you perform well, within 3-4 years, you can be a Team Lead position and within 5-6 years, you can be a Manager. In 8-10 years’, time, you can become a Senior Manager or an Assistant Vice President. However, promotions are few and far between as progress upward. Most people move up to a Senior Manager role.

Salary Offered  

1. Salaries vary according to job profiles and the kind of facilities you get to work at.

2. In the entry-level jobs: You may expect to get about Rs. 8,000 –15,000per month.

3. Salaries increase with your work experience and as you get promoted.

4. In junior-level roles, you can expect to earn about Rs. 10,000 – 20,000or more per month.

5. In the mid-level jobs, with 6-12 years of work experience, you may expect to get about Rs.15,000 – 80,000 per month or more.

6. In the senior-level jobs, with 12-15 years of work experience, you may expect to get about Rs. 35,000 – 1, 50,000 per month or even more.

Monthly Earnings In Indian Rupee

1. Entry level: 0 - 2 years of work experience

2. Junior Level: From 1 to 12 years of work experience

3. Mid-Level: From 5 to 20+ years of work experience

4. Senior Level: From 10 to 25+ years of work experience (there could be exceptions in some high-end technical, financial, engineering, creative, management, sports, and other careers; also in the near future, people will reach these levels much faster in many careers and in some careers, these levels will have no meaning as those careers will be completely tech skill driven such as even now, there is almost no level in a Cyber Security Expert’s job)

Famous Personalities 

Not Available

Work Activities 

1. Getting Information and learning: Observing, hearing, reading, using computers, or otherwise obtaining information and learning from it.

2. Using computers for work: Using computers for day-to-day office work; using computer software for various applications in day-to-day professional work; entering data and process information; for writing.

3. Communicating with co-workers and others: Communicating with people in writing, verbally or otherwise inside your workplace and various other people who have professional relationships with your place of work including vendors, government officials, etc. or with people at large.

4. Communicating with customers: Communicating with potential and existing customers of your organization in writing, verbally or otherwise.

5. Developing and maintaining inter-personal relationships: Developing professional relationships with co-workers and others outside organizations and maintaining good relationships.

6. Decision making and problem solving: Analysis of data and information; evaluation of alternative decisions and results of decisions; taking the right decisions and solving problems.

7. Updating and using relevant knowledge: Keeping updated with the latest knowledge relevant to your fields of work and use of the relevant knowledge in getting things done.

8. Processing of information: Searching, compiling, tabulating, calculating, auditing, verifying or otherwise dealing with information processing including data entry, transcription, recording, storing and maintaining databases.

9. Organizing, planning and prioritizing tasks: Planning and organizing tasks in order to achieve work goals; prioritizing tasks to achieve goals and making the best use of the time available.