Customer Relationships Manager

6 days ago

Centurion, South Africa Armstrong Appointments Full time

**PURPOSE OF THIS ROLE**:
The main purpose of this position is to play a vital role in the continued stability and growth of the company, by serving as the front-line representative of the company brand. The customer relationship manager is part of a supportive service-oriented team.

**ROLES AND RESPONSIBILITIES**:

- Identify and resolves customer issues.
- Exercise creative outside the box negotiation skills to ensure customer retention.
- Offer additional or upgrade services, while providing quality customer experience.
- Schedule and complete onsite client retention meetings.
- Track past due date, end of term agreements for purposes of renewal according to SLA.
- Ensure cancelation and early term cancelation penalties is processed and billed through the correct channels.
- Identify and resolves customer issues.
- Exercise creative outside the box negotiation skills to ensure customer retention.
- Reach continually a 50% retentions statistic in accordance with the CRM Policy.
- Offers additional or upgrade services, while providing quality customer experience.
- Schedule and complete onsite client retention meetings.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Work within departmental SLA to ensure positive customer experience.

**COMPETENCIES**:

- A customer-oriented attitude and ability
- An ability to grasp clients’ needs and to increase customer engagement.
- Analytical and time-management skills
- Working with people
- Relating & networking
- Presenting & communicating
- Analysing
- Developing results & meeting customer expectations
- Following instructions & procedures
- Planning & organising
- Relating & networking
- Adhering to principles & values
- Deciding & initiating action

Qualifications:
**QUALIFICATION**
- Grade 12
- Marketing/Business related qualification preferred

**Experience**:
**EXPERIENCE**
- 5 years minimum client relations
- Proven track record of meeting revenue targets
- Background in customer services

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