Customer Relationship Management Manager

Job Description

• Develop and implement a customer support policy for the entire organization.
• Develop programs to attract, retain, and expand customer relationships.
• Follow the customer order process and fulfill their needs.
• Provide solutions for attaining and keeping customers.
• Develop feedback or complaint procedures for customers.
• Manage customer needs and ensure their satisfaction.
• Implement an effective customer loyalty program.
• Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service experts.
• Collect, validate, and analyze data on performance metrics and customer support.
• Maintain customer support staff by recruiting, selecting, orienting, training, and evaluating them.
• Responsible for performance management.

Requirements:

• At least 5 years of experience in a relative position.
• Strong knowledge of customer service principles and practices.
• Excellent communication skills, teamwork, and interpersonal skills.
• Creative and solution-orientated.
• Decision-making skills.
• Proficiency in negotiating principles and communicating effectively with customers and the support team.
• Previous experience working with customer service software, ticketing systems, and CRM tools
• Adaptability.
• People management skills.
• Conflict management skills.
• Communication skills.