Customer Relations Manager at Growth Partner Intermediaries Limited

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 band 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.

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.

Requirements

• Bachelor’s Degree Social Science, communications, or related field
• MBA/M.Sc. in related discipline is an added advantage.
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 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 Competence

• 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.