CRM - AGM

Job Title:

Department:

Location:

Experience:

Reports To:

Job Summary:

CRM Manager

Key Responsibilities:

• Lead, supervise, and guide the CRM team to ensure effective handling of all customer interactions.
• Address and resolve escalated customer complaints with a solution-oriented and empathetic approach.
• Respond to customer queries received through calls, emails, and in-person visits.
• Collaborate with internal departments to ensure customer issues are resolved effectively and efficiently.
• Maintain detailed records of customer interactions, complaints, and resolutions.
• Regularly discuss unresolved or critical customer issues with the General Manager and assist in implementing necessary resolutions.
• Monitor CRM team performance and provide regular feedback and training where required.
• Implement strategies to enhance customer satisfaction and improve service quality.
• Ensure CRM systems and processes are up to date and effectively used.

Key Skills Required:

• Excellent communication and interpersonal skills
• Strong leadership and team management abilities
• Problem-solving and conflict-resolution skills
• Proficiency in CRM software and MS Office Suite
• Ability to handle pressure and manage multiple priorities
• Customer-centric mindset

Educational Qualifications:

• Graduate in any discipline