Customer Relationship Officer
Customer Relationship Officer
الوصف الوظيفي
JOB PURPOSE:
Developing customer relationships that promote retention and loyalty.
SCOPE:
Customer Success Supervisor is responsible for creating policies and procedures that optimize the customer experience. Customer Success Supervisor may gather feedback from their customers, study other customer success programs and analyze customer data to identify the best practices. The Customer Success Supervisor must establish policies the entire staff can adhere to so all customers receive the same quality of service.
ROLE RESPONSIBILITIES:
- Provide technical support and training to customers who use the company’s product.
- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
- Build, manage & develop strong client relationship.
- Taking the full responsibility for the preservation and development of our customers. ∙ Working closely with the customers to ensure they are satisfied with the service.
- Handling and resolving customer requests and complaints.
- Being the trusted partner for the customers.
- Understanding Customer Concerns
By asking questions, listening carefully and showing empathy, Customer Relationship Officers aim to get to the heart of what customers truly want. They may deal with specific questions over the phone, by email or in person. At establishments with a sales floor, Customer Relationship Officers may spend time simply interacting with people to get a better feel for the company’s customer base and how employees are serving them.
- Communicating within the Company
Customer Relationship Officers often act as a liaison between customer service and other departments, especially sales. They bring a specific complaint from a customer to the attention of someone who can resolve the situation They also may pass along general feedback they are hearing from customers in order to help build a better product or develop a new service.
- Investigating Problems
Sometimes there isn’t an easy answer to a situation with a customer. When such scenarios arise, Customer Relationship Officers are tasked with figuring out what went wrong, how problems might be fixed and how to keep them from happening again.
- Training Staff
Using both their knowledge of the company and of customer service best practices, Customer Relationship Officers educate others hired to respond to customer complaints.
- Public Relations
Customer Relationship Officers build connections on behalf of the company. They may call existing clients to ensure their satisfaction, network within the community to identify prospective customers and contribute to the organization’s marketing campaigns.
- Monitoring Competitors
To enhance their own company, Customer Relationship Officers may be charged with examining what others in the industry are doing.
- Mystery Shopping
Insure quality of sales and service, task performance and gather specific information may be useful in enhancing the service and maintain customer retention, study market competitors
- Data Analysis
Study current data to provide reports, results and future studies on targeted segments and products upgrade, as well as providing period reports for the current progress.
COMMUNICATIONS AND RELATIONSHIPS:
- Internal: Sales Staff, and Marketing Department Staff
- External: Clients
KEY PERFORMANCE INDICATORS:
- Customer Satisfaction.
- Customer growth.
- Customer Retention.
- Product utilization.
WHO DOES PERFORMANCE REVIEWS FOR THIS ROLE?
General Manager
الوصف الوظيفي
المهارات
KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED FOR JOB:
- Education: A bachelor’s degree in any subject is acceptable, although English, management, business or media studies. Postgraduate qualification.
- Experience: Open to non-graduates and graduates of all disciplines.
- Training: Aware of social media and other communication tools, work experience in any ‘communications’ orientated organization – CRM consultancy, design company, advertising agency or marketing department.
- Language skill: Fluent in English and Arabic.
- Other skills & competencies required
- Excellent communication skills both orally and in writing
- Excellent interpersonal skills
- Presentation skills
- Initiative
- Ability to priorities and plan effectively
- Awareness of different media agendas
- Creativity
- Working conditions: Customer Success Supervisor will spend a greater amount of time socializing and networking with new and existing clients and industry professionals; these activities are typically conducted during or after regular office hours. Travel outside the office is also a regular fixture, sometimes including overseas travel.
المهارات
تفاصيل الوظيفة
- منطقة الوظيفة
- الكويت
- قطاع الشركة
- البيع بالتجزئة وبالجملة
- طبيعة عمل الشركة
- صاحب عمل (القطاع الخاص)
- الدور الوظيفي
- المبيعات
- نوع التوظيف
- دوام كامل
- الراتب الشهري
- غير محدد
- عدد الوظائف الشاغرة
- 1
تفاصيل الوظيفة
المرشح المفضل
- منطقة الإقامة
- الكويت
- الجنس
- ذكر
