Customer Relationship Manager with at least 3+ years experience is required for a large company based in Johannesburg North.
Manages a team of customer relations consultants (CRC) and sales reps including but not limited to:
Overseeing the department scheduling process to meet business needs.
Ensuring accountability and delivery of business objectives as per the cyclical brief and sales targets.
Assisting the regional manager with new CRC’s appointments.
Overseeing performance evaluations, development and/or coaching and counselling process.
Training of new employees on the use of internal systems, company processes and procedures.
Developing on-going training and continuing education for CRC’s and Sales Reps.
Taking an active leadership role in managing turnover to the appropriate levels.
Leading by example by providing a positive and resolution driven leadership approach during employee interactions
Maintaining positive professional relationships with all customers and staff.
Manages day-to day operations of the regional CRC and sales rep team including but not limited to:
Acting as the point of contact for issues from the regional team regarding internal processes and procedures.
Serving as escalation point for critical customer service issues and resolution.
Taking an active role in workload planning and volume forecasting.
Accountability for maintaining call cycles in line with business briefs and business rules.
Accurate timely reporting against cyclical briefs to ensure that the Regional Manager has visibility on key trends happening within the region to ensure that the business can re-act timeously.
Consistently evaluating department processes and service levels in order to provide the most effective and efficient levels of service.
Review and approval of new customer sign ups and pricing plans in line with business rules.
Working with the Regional in development of short and long-term regional strategic and drive implementation thereof, with constant reporting on progress against plan.
Performing other duties as assigned.