CRM Supervisor

Tamkeen - Nasr City, Cairo

84
Applicants for
1 open position
Experience Needed:
More than 5 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Confidential
Vacancies:
1 open position
About the Job
  • Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
  • Working closely with all departments to ensure the CRM works effectively for all aspects of the company.
  • Work with management on customer service initiatives
  • Investigate customer's problems and find solutions
  • Handle major incidents that cannot be resolved by agents.
  • Resolve complaints and order issues.
  • Plan & supervise the day-to-day handover activities to customers.
  • Manage the customer “snag list” i.e. comments, requests, etc, and address them through proper communication, follow up, coordination and escalation with the related departments.
  • Manage all telecommunications, requests and monitoring efficiency.
  • Create and implement handover process for all projects.
  • Handle project Consolidation requests and sensitive customer based projects.
  • Create job description and KPI’S for the CRM team members.
  • Create incentive structure and plans for the CRM department
  • Handle collection team in all aspects of collecting outstanding amounts.
  • Prepare a weekly/monthly /quarterly reports to Senior Management.
  • Manage hand over and fit out process of 5 projects.
  • Handle all escalated cases and obtain the needed approvals from upper management.
  • Ensuring professional relationships are established and maintained with clients.
  • Contribute with the Head of legal department to take further collection actions with delinquent debtors; File legal cases, Issuing Default notice& termination notice, Proceed Termination actions.
Job Requirements
  • Bachelor’s degree in a reputable company
  • 5+ years of experience