Job Responsibilites
As the Customer Relations Manager, your responsibility will include:
Key accountabilities:
- Supervise and Lead the Customer Relations Team
- Ensure Excellent Customer Experience
- Train and Develop Customer Relations Officers
- Monitor Performance and Reporting
- Assist in Process Optimization and Continuous Improvement
- Promote Company Brand and Service Standards
- Escalation Management
- Assist in Monthly Report Preparation for Management Duties and Responsibilities.
Supervise and Lead the Customer Relations Team:
- Manage a team of Customer Relations Officers, ensuring high standards of service are maintained across all customer interactions.
- Provide daily supervision, guidance, and support to team members to ensure they meet or exceed customer service expectations.
- Assign and monitor team responsibilities, ensuring that all customer inquiries, complaints, and feedback are handled in a timely and professional manner.
- Conduct regular team meetings to ensure alignment with departmental goals, best practices, and company policies.
Ensure Excellent Customer Experience:
- Act as the primary point of contact for complex customer issues, working with the team to resolve escalated concerns efficiently.
- Maintain a customer-first mentality and guide the team to provide solutions that are aligned with the company’s service standards and brand values.
- Continuously monitor customer satisfaction levels, taking action to resolve any service gaps or issues to ensure a seamless customer experience.
Train and Develop Customer Relations Officers:
- Oversee the training and development of new and existing Customer Relations Officers to ensure they are equipped with the skills, knowledge, and tools to deliver excellent customer service.
- Provide ongoing coaching and feedback to team members to improve their performance and customer service delivery
- Assist in creating training materials and resources that help standardize customer service processes across the team.
Monitor Performance and Reporting:
- Track team performance against key performance indicators (KPIs) such as response times, customer satisfaction scores, issue resolution rates, and service quality.
- Prepare and submit regular performance reports to the Assistant Head of Customer Relations, identifying areas for improvement and proposing actionable solutions.
- Analyze customer feedback to uncover trends, potential issues, and opportunities for process improvements.
Assist in Process Optimization and Continuous Improvement:
- Identify and suggest process improvements to enhance the efficiency and effectiveness of the customer relations team.
- Work closely with the Assistant Head of Customer Relations to implement new customer service technologies and strategies that improve team performance and the overall customer experience.
- Foster a culture of continuous improvement by encouraging the team to provide input on how services can be enhanced.
Promote Company Brand and Service Standards:
- Ensure the team consistently upholds the company’s brand values and service standards in every customer interaction.
- Serve as a role model for customer relations best practices and lead by example in providing exemplary customer service.
- Help maintain the company’s reputation for excellence by ensuring that all customer-facing activities reflect the brand’s image and customer service ethos.
Escalation Management:
- Handle escalated customer complaints and service recovery situations, ensuring that
- issues are resolved quickly and to the customer’s satisfaction.
- Work with the Assistant Head of Customer Relations to identify recurring issues and implement strategies to address them proactively.
Assist in Monthly Report Preparation for Management:
- Provide input into the preparation of monthly reports, summarizing customer service performance, challenges, and successes within the customer relations department.
- Report on key trends, customer insights, and areas of concern that may impact customer satisfaction or operational performance.
Education and Work Experience / Requirements
- Bachelor’s Degree in Social Science, Communications, usiness Administration, Marketing or a related field
- MBA/M.Sc. in related discipline is an added advantage.
- Minimum of 4-6 years of experience in customer relations, service management, or a similar role, with at least 1-2 years in a supervisory or leadership capacity.
- Proven experience in managing teams and driving customer service excellence in a fast- paced, customer-centric environment.
- Experience in the retail, or luxury service industry is a plus
- Professional development and training are an added advantage.
- Excellent verbal & written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- The ideal candidate should be personable.
- Challenge and support executive management.
- Should be bold, proactive and flexible.
Knowledge area:
- Reporting
- Service Industry Knowledge
- CRM or related software
- Proficiency with Microsoft Office Suite.
Skills, Experience and Competencies:
- Strong leadership skills, with the ability to motivate, coach, and develop a team.
- Excellent problem-solving and conflict resolution skills, with a focus on customer- centric solutions.
- Strong organizational and multitasking abilities, with the capacity to manage multiple priorities.
- Proficient in customer relationship management (CRM) systems and customer service technologies.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
- Analytical mindset with the ability to track, interpret, and act upon key performance metrics.
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
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