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Customer Relations Manager

4 months ago

Johannesburg, South Africa TalentLink Full time
  • Gather data from various sources and analyze information, this includes volumes, revenue, complaints etc.
  • Produce required CRM weekly, month end, annual and other strategic reports timeously for stakeholders of the CRM department. Proactively identify area where the organization may be added.
  • Provide summary KPI reports for all customers in the warehouse and logistics division as well as other related services as per agreed customer expectation.
  • Manage the relationship with data intelligence, customer service department and other relevant departments to ensure data is accurate to meet the CRM departments reporting and
  • intelligence requirements.
  • Maintain a strong knowledge and understanding of the data available for usage.
  • Develop, implement and monitor processes with the support and approval of the HOD customer relations to ensure efficiency and effectiveness within the CRM department.
  • Processes are to be aligned to company strategy and aimed at meeting customer expectations.
  • Investigate critical customer issues and recommend solutions for customers HOD customer relations.
  • Plan and coordinate customer visits/functions in line with customer visit policy.
  • Ensure customer satisfaction and problem resolution timeously.
  • Work closely with the customer service representatives to ensure customer satisfaction and problem resolution.
  • Coordinate the involvement of personnel, including operations, IT and other management.
  • Resources in order to meet account performance objectives and customers’ expectations.