CRM Expert

CRM Expert

Job Description

-Responsible for receiving, processing and resolving customer complaints and maintain accurate tracking the customer service system in order to deliver timely and high-quality solutions -Responsible for making relevant reports by using CRM data -Have commercial awareness to create campaigns in order to grab the attention of customers and to solve their problems -Make report and identify the problem by face to face negotiation on customer site to find solutions by referring it to the related department and follow the matter till customer satisfaction achievement -Close cooperation with sales teams and follow up business requirements -Identify and assess customers’ needs to achieve satisfaction, ensuring best practice systems, methodologies and procedures are followed -Resolve customer complaints via phone, email, social media and online chat – customer inquiries include information on products/services provided by the Company and part of excellent customer service is building retention with customers, making them feel welcomed and special -Provide valid and complete information by using CRM -Ensure outstanding customer satisfaction by maintaining strong working relationships -Keep records of customer interactions, process customer accounts and file documents -Being the first one handling customer’s issues and understanding them from their perspective, to give feedback to other departments helping constantly improve the platform in a way it reflects customer’s perspective -Recommend potential product/services to management by collecting customer information and analyzing customer needs -Build sustainable relationships and trust with complaint customer accounts through open and interactive communication -Handle customer complaints, provide appropriate solutions and alternatives within the time limits -Evaluate customer satisfaction by randomly happy calls, via fax or any other methods -Resolve product/services problems by clarifying the customer's complaint -Determining the cause of the problem; selecting and explaining the best solution to solve the problem expediting correction or adjustment; follow up to ensure resolution -Strong customer facing skills, phone contact handling skills and active listening -Ability to stay calm when customers are stressed or upset

Requirements

-Minimum 2 years of experience in relevant field -University degree in a related field -Advance in CRM systems and practices -Familiarity with ISO 9001, 10002 and 10004 -Ability to stay calm when customers are stressed or upset -Ability to work independently as well as part of a team Ability to function as a self-starter with an emphasis on getting things done -Highly organized and flexible -Results-oriented, self-motivated with a high level of ambition -Ability to deliver quality despite many parallel tasks ongoing -Strong computer skills, including Microsoft Office applications -Ideal Age Range: 24 - 36

About Company

50-99 employees

Sana Insulation Industrial Group were established in 1391 as the first and the only manufacturer of elastomeric insulation foams in Iran. Sanas products are manufactured under license of L\'isolante Kflex (Italy) with the aim of saving the energy. Elastomeric foams are new generation of insulation material with the wide range of application in H VAC, oil, gas, construction and industrial market. The company is proud to use highly advanced technology by running the new-generation machinery according to the worldwide market.

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