Implementation of CRM strategies, Policies and Procedures which encourage the customer retention.
- Deciding on the CRM structure, platform, workflows and interface to ensure it works seamlessly across the key touch points during the customer life cycle by capturing the required information.
- Customer Journey mapping and analyzing the interactional points and maximizing the potentials generation i.e upselling and cross selling.
- Working closely with all the department i.e store/ finance etc. to ensure the CRM strategy is implemented.
- Overseeing the potential from the day it is created till it is closed. And initiate after sales activities.
- Monitor the customer communication through the CRM
- Overseeing the migration of all direct communication to lower cost medium i.e SMS and email
- Ensuring the data base is clean and segmented effectively.
- Ensure high quality of service “RATER” ( High Reliability, High Assurance, High Tangible Presence, High Empathy and High Responsiveness rate)
- Establish and Maintain CMS, Complaint management system. and Document customer issues including resolution
- Responsible to deliver and report ( Daily/ Weekly/ Monthly) the Corporate KPIs with respect to customer perspective.
- Work with multiple systems including databases and web-based applications
Job Details
| Date Posted: | 2016-10-13 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Healthcare, other; Customer Service; Hospitality/Tourism/Travel |
Preferred Candidate
| Career Level: | Entry Level |
| Degree: | Bachelor's degree |
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