We are looking for CRM Expert as below:
Main responsibilities:
• Confer with customers by telephone or in person to provide information about services, take or enter orders, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service complaints by performing activities
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Solicit sales of new or additional services or products.
• Recommend improvements in service methods and procedures to prevent future problems.
• Knows the potential customers of the company
• Preparing the Analytical Report about the Complaints of the Customers
• Participating in the Meeting with Unsatisfied Customers
• Planning and implementing customer care scenarios aligned with company strategy
• Preparing feedback regarding issues and proposing new scenarios for increasing customer satisfaction
Requirements
• B.Sc. in business administration, IT, or other related degrees.
• Minimum 3 years related experience
• Good computer skills
• Customer care knowledge
• Complaint handling knowledge
• Being familiar with satisfaction techniques & CRM standards
• Negotiation skill and the treatment skill with angry customer
• Ability to work under pressure
• Good communication skills with other department & other organizations for following complaints.