Customer Relationship Manager
Knowledge Economic City
Total years of experience :16 years, 6 Months
• Providing help and advice to customers using our organization’s products or services.
• Communicating courteously with customers by telephone, email, letter and face to face.
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Handling customer complaints or any major incidents, such as security issues or a customer being taken ill.
• Issuing refunds or compensation to customers.
• Keeping accurate records of discussions or correspondence with customers.
• Analyzing statistics or other data to determine the level of customer service your organization is providing.
• Producing written information for customers, often involving use of computer packages/software.
• Writing reports analyzing the customer service that our organization provides.
• Developing feedback or complaints procedures for customers to use.
• Developing customer service procedures, policies and standards for our organization or department.
• Meeting with other managers to discuss possible improvements to customer service.
• Being involved in staff recruitment and appraisals.
• Training staff to deliver a high standard of customer service.
• Leading or supervising a team of customer service staff.
• Learning about our organization’s products or services and keeping up to date with changes.
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.