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Customer Relations Manager

Job from Axess in Customer Service / Marketing / Sales - 14 Aug 2020

Outline of job role and purpose
JOB OBJECTIVE

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.


SKILLS

 Customer-oriented
 Communication skills
 Analytic & problem-solving skills
 Teamwork & collaboration
 Leadership & coaching skills
 Training 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.