• Implementing and coordinating operational policies, manuals and procedures for the CRM team and the reception centers.
• Establishing performance objectives for CRM meeting the set targets for speed, efficiency and quality.
• Hold regular team meeting, script reviews and role play sessions to ensure consistency in proceeded and target are collectively achieved.
• Establishing budgetary requirements, monitoring and maintaining cost controls for customer care.
• Review and initiate working practices to identify improvements in productivity, quality, services levels and customer satisfaction.
• Leasing with the human resources division for staffing needs recruiting all new staff, training and supervising new and existing staff, counseling & resolving problem and issues.
• Evaluate the CRM team every two months and take disciplinary action whenever required.
• Monitoring leave and days off as well as duty rosters for entire CRM team.
• Monitoring the level of customer care service that being provided by CRM agents and other centers.
• Managing the service recovery initiative and overseeing escalated issues and concerns of clients.
• Troubleshooting and resolving any problem with the technical applications and Sys. As they arise.
• Maintain data and reports on activities related to customer care and CRM.
• Keeping abreast of general customer care & CRM industry best practices.
• Conducting communications with landlords, tenants, clients and strata staff in a professional and courteous manner.
• Ensuring that dress standards, overall appearance and conduct are to an appropriate business-like standard at all times.
• All marketing task must be approved by the marketing & communication manager before execution of the task.
Roles & responsibilities will also include & limited to the following:
Develop and implement strategy, plan, policies and procedures for the department (function) for approval by the GM & the advisory committee:
Meeting with Clients to understand, define, diagnose their requirements and needs.
Construct / develop proposals (solutions plan) for the clients and finalise.
Follow up & coordinate with other team members progress with projects
For the initial period depending on progress weekly progress meeting & report to be reviewed and discussed with the GM and /or the advisory committee
Participate and coordinate with other departments in the developments of Mefazec strategy, plans and budgets
Job Details
| Date Posted: | 2016-09-07 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Management |
| Company Industry: | Business Support |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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