Head, CRM at Coscharis Group

Key Responsibilities / Knowledge / Skills

• Responsible for establishing and documenting customer care policies and procedures
• In charge of mystery shopping
• Keep and update customer database
• Manage customers’ complaint/feedback
• Supervise and coordinate the responsibilities CRM Executives and also mentor them
• Preparation of weekly CEM reports including data analysis for decision making and service improvement a Initiate and implement customer’s service culture amongst other key responsibilities

Qualifications/ Experience

• Minimum of first degree with at least 5 years’ experience as Head, CRM in a reputable organization and vast knowledge of Computer/Microsoft office. Must also possess excellent communication skills (both verbal and written).