کارشناس سی آر ام

Job Description

• Receiving complaints in different methods (in person, phone, fax, email, Chery, governmental case & VIP). • Complaints registration in related software. • Complaint handling in 3 priority and follow them to related unit by considering deadline of units. • Follow up the complaints till closing. • Complaint data entry and filing the related evidences. • Making call to customer to complaint handling validity evaluation. • Follow the jobs which pass through CR manager reporting to CRM manager. • Reporting to CRM manager. • Controlling the communication between CRM and other departments. • Making contact with factory to inquiry body and paint cases. • Making contact with industry ministry to follow VIP complaints. • Decreasing the lead-time probable complaint handing and approach customer satisfaction. • Answering to all connection ways such as: telephone, fax, email & SMS • Customer correct guidance based on data bank and announced circulars • Register customers contact information and deliver to section supervisor as daily report • Register customers complaints and refer to follow up section personnel • Distributing received email and fax to related departments • Doing manager assigned works and make operation report • Doing customer survey about complaint handling quality after closing complaint cases • Doing different customer survey items based on manager announcement •Filling follow up form and referring to related responsible