Customer Relations Manager – BANTA

• Implementing and coordinating operational policies, manuals and procedures for the CRM team and the reception centers.
• Establishing performance objectives’ for CRM meeting the set targets for speed, efficiency and quality.
• Hold regular team meeting, script reviews and role play sessions to ensure consistency in proceeded and target are collectively achieved.
• Establishing budgetary requirements, monitoring and maintaining cost controls for customer care.
• Review and initiate working practices to identify improvements in productivity, quality, services levels and customer satisfaction.
• Leasing with the human resources division for staffing needs recruiting all new staff, training and supervising new and existing staff, counseling & resolving problem and issues.
• Evaluate the CRM team every two months and take disciplinary action whenever required.
• Monitoring leave and days off as well as duty rosters for entire CRM team.
• Monitoring the level of customer care service that being provided by CRM agents and other centers.
• Managing the service recovery initiative and overseeing escalated issues and concerns of clients.
• Troubleshooting and resolving any problem with the technical applications and Sys. As they arise.
• Maintain data and reports on activities related to customer care and CRM.
• Keeping abreast of general customer care & CRM industry best practices.
• Conducting communications with landlords, tenants, clients and strata staff in a professional and courteous manner.
• Ensuring that dress standards, overall appearance and conduct are to an appropriate business-like standard at all times.
• All marketing task must be approved by the marketing & communication manager before execution of the task.

Job Details

Date Posted: 2017-11-15
Job Location: Al Kuwait, Kuwait
Job Role: Customer Service and Call Center
Company Industry: Interior design

Preferred Candidate

Career Level: Management
Gender: Male
Nationality: United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen
Degree: Bachelor's degree

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