1. Customer Relationship Management Build, maintain, and strengthen relationships with key customers. Act as the main point of contact for customer concerns, queries, and escalations.
2. Customer Satisfaction & Retention Ensure high levels of customer satisfaction through timely service and proactive support. Monitor customer feedback and implement retention strategies.
3. Service Delivery & Quality Assurance Ensure commitments made to customers are delivered as per agreed standards. Monitor service quality and resolve gaps quickly.
4. Complaint Handling & Resolution Address customer complaints promptly and effectively. Escalate critical issues to management when needed and ensure closure.
5. Communication & Feedback Management Maintain regular communication with customers through meetings, calls, and updates. Collect, analyse, and report customer feedback to management for service improvement.
6. Cross-Selling & Business Growth Identify opportunities for upselling and cross-selling products/services. Support sales teams in business development with existing customers.
7. Customer Insights & Reporting Track customer engagement, satisfaction levels, and complaint trends. Provide management with regular reports on customer relationship metrics.
8. Team Coordination & Training Coordinate with internal teams (service, sales, operations) to ensure customer needs aremet. Provide training and guidance to frontline staff on customer handling practices.
9. Process Improvement Recommend and implement improvements in customer service processes. Adopt best practices to enhance customer experience.
Benefits:
Work Location: In person
