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Manager Client Relationship Management

Reference: 

JHB000855/ZK

Location: 

Midrand

Source: 

Human Communications (Pty) Ltd

Purpose:

Helping to develop and implement a customer service strategy, policy and procedures for the entire organisation, ensure compliance with customer service process map, establish a measuring tool for customer to business, webmail or email enquiries from customers, manage reception services, switchboard and or call centre, Manage the CRM solution for compliance.

 

            Requirements:

  • A relevant three year degree or National diploma in Business studies, customer studies, management studies marketing or equivalent qualification
  • 5-7 Years customer relationship experience
  • 5-7 years business management or marketing experience

            Ideal:

  • Post –graduate qualification in Business studies, customer studies, management studies marketing or equivalent qualification

Responsibilities:

The successful incumbent will be responsible for, amongst others:

 

  • Facilitate the development of the customer Service Strategy, policy and procedure
  • Implement Customer service Plan
  • Implement and ensure compliance with the CS process map
  • Develop procures and customers can use to communicate with the organisation effectively
  • Introduce service level agreements for all customers’ points within the organisation and ensure compliance to the same
  • On-going engagement with internal department to improve customer service standards
  • Procure customer service satisfaction tool or systems
  • Generate on-going reposts to the level of customer satisfaction
  • Devise strategies for improving customer satisfaction in the consultation with relevant stakeholders organisation-wide
  • Analysing statistics or other data to determine the level of customer service the organisation id providing
  • Manage performance Through PMS Contracting
  • Skills Development
  • Implement The CRM solution to address customer queries or complaints and timeous closure of the same
  • Keep records of customer queries or Compliments or Complaints

 

If you have not heard from us within 2 weeks of the closing date, please accept that your application has been unsuccessful.

Industry: 

Banking

Job Type: 

Permanent

Date Posted: 

2017-01-10