Customer Relations Manager
Job from Axess in Customer Service / Marketing / Sales - 14 Aug 2020
Outline of job role and purpose
The Customer Relations Manager will be a frontline-leader in the Customer Experience department and will have as mission to ensure that the most sensitive customer grievances are handled swiftly and resolved fully.
RESPONSIBILITIES AND DUTIES
Handle highly sensitive customer complaints escalated by any Axess department.
Understand customer needs and partner with colleagues to find solutions.
Manage relations with customer closely until full resolution and check customer’s satisfaction after resolution.
Maintain accurate records of all interactions and keep internal stakeholders appraised of necessary actions.
Identify recurring issues affecting customer satisfaction, based on all available data.
Prepare corrective action plans to address root cause of these issues and follow-through till implementation, measure and report results.
Develop customer-service internal training programs for front-liners. Deliver training sessions per set calendar, including new-employee inductions, annual refreshers, etc…
Establish and uphold Customer Care standard procedures.
Coach your junior, monitor performance & give feedback constructively, share knowledge to help reach targets.
Assist your Manager in the implementation of the CX strategy; support strategy with insights gathered from the frontline.
Analytic & problem-solving skills
Teamwork & collaboration
Leadership & coaching skills
QUALIFICATIONS & EXPERIENCE
Education: At least Bachelor Degree in management or business studies and/or equivalent combination of education and experience.
At least 8 years of work experience in service recovery; of which at least 4 years in a Supervisory role
Required: a strong track-record in front-line customer service to a high standard.
Languages: Fluent in French, English and Creole.
Computer skills: proficient with all computer applications. Knowledge of a Customer Relations/Support tool would be an advantage.
Experience in the automotive industry and as trainer is a strong advantage, but is not a prerequisite.