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Job Description
- Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
- Responsible for supervising all post-marketing, budgeting, customer follow-up, and general business plans to make sure customer are satisfied and that sales improves
- 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 comments, requests and address them through proper communication, follow up, coordination and escalation with the related departments.
- Create job description and KPI’S for the aftersales team members.
- Create incentive structure and plans for the aftersales department
- Prepare a weekly/monthly /quarterly reports to Senior Management.
- Handle all escalated cases and obtain the needed approvals from upper management.
- Ensuring professional relationships are established and maintained with clients.
Job Requirements
- Bachelor degree engineering ( Electronics or Electrical ).
- Excellent mentoring, coaching and people management skills
- Excellent communication and negotiation skills
- Experience in customer relationship management.
- Good command of English
- Good planning and organizational skills
- Excellent problem-solving skills