We are seeking a proactive, results-driven, and customer-focused Customer Relationship Manager (CRM) to oversee customer service operations and manage the Telesales and Customer Service teams.
The ideal candidate will be responsible for building strong customer relationships, ensuring exceptional customer experiences, driving customer retention, and improving sales conversion through effective team leadership and customer engagement strategies.
Key Responsibilities
Supervise and manage Customer Service Representatives and Telesales Executives to ensure optimal performance.
Develop and implement customer relationship management strategies to enhance customer satisfaction and loyalty.
Monitor and evaluate team performance, providing coaching, training, and support where necessary.
Handle escalated customer complaints and ensure timely resolution of customer concerns.
Ensure excellent customer service standards are maintained across all customer touchpoints.
Track customer interactions, feedback, and complaints to identify areas for improvement.
Work closely with sales and marketing teams to increase customer acquisition, retention, and revenue generation.
Set and monitor KPIs for the Customer Service and Telesales teams.
Prepare weekly and monthly reports on customer satisfaction, team performance, sales conversions, and customer retention metrics.
Ensure accurate documentation and maintenance of customer records within the CRM system.
Develop scripts, communication templates, and customer engagement initiatives to improve service delivery and telesales performance.
Conduct regular performance reviews and team meetings.
Requirements
Bachelor's Degree in Business Administration, Marketing, Mass Communication, or a related field.
Minimum of 3 years of experience in Customer Service, Customer Relationship Management, Telesales, or a similar supervisory role.
Strong leadership and team management skills.
Excellent communication, negotiation, and interpersonal skills.
Proven ability to manage customer complaints and resolve conflicts effectively.
Experience using CRM software and customer management tools.
Strong analytical, reporting, and problem-solving abilities.
Sales-oriented mindset with a passion for customer satisfaction.