Customer Support & Lead Management

CSR Lead (Customer Support & Lead Management)

Position: CSR Lead

Industry: FMCG / Building Materials / Construction Chemicals

Experience: 4–7 Years

Languages Required: Telugu, Tamil, Hindi, Gujarati, Rajasthani, Marathi

Role Objective

To lead customer support operations by managing lead-based calls, retailer and applicator engagement, and ensuring effective communication across multiple regions and languages.

Key Responsibilities

• Handle and monitor incoming lead calls from digital, helpline, and field sources
• Coordinate with retailers, distributors, and applicators to convert leads into business
• Lead and guide CSR team to ensure quick response and resolution
• Build strong relationships with retailers and applicators through regular follow-ups
• Assign leads to respective sales teams and track conversion status
• Support market demand generation through applicator and retailer engagement
• Maintain CRM / lead tracking system with daily updates
• Escalate complaints and service issues to concerned teams for closure
• Assist marketing and sales teams during campaigns, schemes, and product launches
• Share periodic reports on lead status, conversions, and customer feedback

Key Skills Required

• Strong communication in multiple regional languages
• Lead management and customer handling expertise
• Retailer & applicator relationship management
• Team handling and coordination skills
• Problem-solving and escalation management
• CRM / Excel proficiency

Qualification

• Any Graduate (MBA preferred)

Preferred Background

Candidates from FMCG, construction chemicals, adhesives, paints, tiles, or building materials industry with strong field coordination exposure will be preferred.