A. R. Albisher & Z. Alkazemi Co. has an opening for an experienced and effective candidate for the post of “CRM Executive”. The successful candidate will be responsible for the CRM function of the company as outlined by CRM strategy & the management.
Scope of Responsibility
1. Customer Relationship Management Complaints
- Support the CRM Team Leader in handling of escalated customer complaints.
- Document and analyze customer complaint, cases and feedback improvement suggestions to the CRM Team Leader.
- Co-ordinate with relevant department heads with regards to complaints and follow-up until resolution.
- Update the outcome on Autoline.
2. Customer Database Management
- Update customer database in a timely manner.
- Assist in the development of the data cleansing strategy of the company.
- Perform initial and ongoing data cleansing tasks by using DMS’s relevant Data Quality Tools.
- Coordinate regularly with all departments activities to improve the level of customer data quality.
- Conduct data mining and other means of analysis to identify business opportunities.
- Ensure data security according to the company policies.
3. Sales & After-Sales Follow-up
- Conduct the Sales & After-Sales follow-up surveys.
- Update the results on Autoline.
- Escalate comments or complaints to relevant stakeholders from other departments.
- Follow-up until resolution (Check if follow up is done by relevant staff on open cases).
4. Customer Contacts
- Manage all (phone & digital) incoming customer feedback, comments and enquiries in a timely manner.
- Follow-up with concerned stakeholders in other departments.
- Keep a record of the resolution for each case.
5. Reporting
- Ensure & provide a report of 100% completion of Sales & After-Sales follow-up.
- Provide report of customer contacts and results by week.
- Provide Complaint Management report.
6. TNS CSI Reports
- Check Sales & After Sales CSI reports every month.
- Listens to Audio files of negative comments.
- Make observations & suggestions based on audio files & CSI results.
- These observations to be updated on CSI summary files
7. Common Control File
- Inquiries.
- Feedback.
- Complaints.
- Test Drives.
8. Compliance
- Avoid conflicts of interest between your daily work and personal affairs and maintain a culture in which ethical conduct is recognized, respected and promoted.
- Respect and comply with the local law and Daimler rules, regulations, voluntary commitments and internal policies.
Job Details
| Date Posted: | 2016-05-22 |
| Job Location: | Kuwait |
| Job Role: | Technology/IT |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | High school or equivalent |
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