Customer Liaison Manager
1 day ago
**Job Details**:
- Division Rewardsco Sales- Business Unit Customer Care- Minimum experience Associate- Company primary industry Telecommunications- Job functional area Management-
- The Customer Liaison Manager is a key and pivotal role within Rewardsco Sales. This individual will be responsible for the operational execution of enhancing customer interactions both externally and internally with the objective of creating positive engagements. The incumbent will work with the entire customer value chain team to ensure all customer and partner queries are resolved in a professional manner.
- A key focus area is to ensure closing-the-loop and alignment with customers, partners, and internal stakeholders.**Key Accountabilities**:
- Tactical alignment and ownership of all customer interactions
- Develop and implement feedback channel for internal stakeholders
- Manage up and down the value chain to ensure effective customer interactions
- Evaluate and feedback to CX on customer process opportunities
- Close the loop with all escalations, both internally and externally
- Monitor, coordinate and feedback on escalations and areas of concern internally
- Develop reporting to ensure current trends and pain-points are monitored
- Drive collaboration and influence relevant internal and external stakeholders to achieve targeted outcomes
- Along with CX and CC develop SOP’s to ensure world class customer experience
- Ensure feedback is vetted and distributed internally and externally
- External partner and customer management
- Evaluation and analysis of customer interactions and stakeholder feedback to drive improvements
- Ensure product, process and CX training across the business, from training gaps identified
- New process identification and floor calibration
**Specific Skills Required**:
- Excellent problem solving and decision-making skills
- Good communication skills - both written and verbal
- Conflict Resolution skills
- Ability to manage/engage with internal/ external partners - stakeholder management
- Ownership and accountability
- Customer Escalations Knowledge
**Minimum Requirements**:
- Must have a related degree / diploma
- Must have completed / be currently studying towards a training qualification and have at least **12 months recent quality and training experience**:
- Minimum **12 months customer care management experience** required, _managing escalations and trends/insights reporting_
- Apply
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