Customer Relations Manager

The Customer Relations Manager is responsible for overseeing the customer service team and ensuring exceptional service delivery to enhance customer satisfaction and loyalty. This role involves developing and implementing strategies to improve customer interactions, handling complex customer inquiries and complaints, and fostering a positive relationship between the company and its customers.

Key Responsibilities:
 Team Leadership:
 Lead, mentor, and manage the customer service team.
 Develop and implement training programs to ensure staff are knowledgeable about products, services, and customer service best practices.
 Conduct performance evaluations and provide constructive feedback to team members.
 Customer Interaction:
 Handle escalated customer complaints and inquiries to ensure timely and effective resolution.
 Develop and maintain strong relationships with key customers to understand their needs and concerns.
 Monitor customer feedback and identify areas for improvement.
 Strategy and Development:
 Create and execute strategies to enhance customer satisfaction and loyalty.
 Analyze customer service metrics to track performance and identify trends.
 Develop and implement process improvements to streamline customer service operations.
 Reporting and Analysis:
 Prepare and present regular reports on customer service performance and trends to senior management.
 Analyze customer feedback and service data to drive improvements and inform business decisions.
 Collaboration:
 Work closely with other departments to address customer issues and ensure alignment on customer service goals.
 Collaborate with the marketing and sales teams to develop initiatives that enhance customer engagement.

Qualifications:
 Bachelors degree in Business Administration, Marketing, or a related field (preferred).
 Proven experience (3+ years) in a customer service or customer relations management role.
 Strong leadership and team management skills.
 Excellent communication and interpersonal skills.
 Proficient in CRM software and Microsoft Office Suite.
 Ability to analyze data and generate insights to drive improvements.
 Strong problem-solving skills and the ability to handle high-pressure situations.

Job Type: Full-time


Jadwal:
 Day shift

Upah Tambahan:

Experience:
 total work: 1 year (Preferred)

Work Location: In person,