Customer Relation Executive
Profile: Customer Relation Manager / Executive
Customer Relation Manager /Executivewill be accountable for formulating resolution and response in a timely and accurate manner and providing excellent customer services (Query resolution and timely dispatch). Their main responsibility is to define a customer service strategy of the organization. This strategy includes using training, technology, developing, and improving skills, maintaining consistent quality control and establishing expectations of customer service.
Duties and Responsibilities
- Maintaining customers focus on all times and answering to customer’s enquiries using the standard guidelines.
- Taking ownership of complaint and queries and proactively following through to resolution.
- Making ensure that all customers’ queries are well-investigated and resolved, and escalating queries if appropriate to supervisor.
- Assisting management and Team Manger with any assigned special projects and providing backup to the team manager when required.
- Developing and mentoring new staff to satisfy customer service requirements.
- Maintaining professional strong working relationship with external and internal customers, colleagues, and customer service management.
- Supporting decisions made by customer service management and conveying positively to reinforce the team members.
- Identifying and escalating consistent or recurring problems with the systems functionality.
- Assisting in improving and monitoring procedures and processes to ensure the cost-effective and the most efficient service.
- Assisting in preparing and developing the documentation of the organization’s standard policies and procedures towards customer service.
- To synchronise and involve in dispatch activity as per the production and dispatch plan.
- GST / other tax knowledge will be added advantage for this position.
Skills and Specifications
- Willingness to discover and develop.
- Friendly, polite and tactful attitude.
- Excellent communication and good presentation skills.
- Ability to cope up with multiple projects and deadlines.
- Ability to motivate and energize the fellow team members.
- Ability to tackle with diverse customers.
Education and Qualifications
- General education degree from an recognised institution.
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