وظائف السعودية Senior CRM Officer #Jobs

Senior CRM Officer وظائف السعودية

وظائف السعودية,jobs,jobs

Senior CRM Officer jobs

Job Purpose:

The Senior Customer Relationship Management Officer (Sr. CRM Officer) will be responsible for overseeing

and optimizing customer relationship management within our organization's customer service department.

This role plays a critical role in ensuring exceptional customer experiences, addressing escalations, generating

performance reports, and proactively engaging with clients to enhance satisfaction and retention.

Scope:

The Sr. CRM Officer will work closely with the customer service team, acting as a key liaison between our

organization and customers. This role involves monitoring, analyzing, and improving customer interactions to

drive long-term loyalty and company success. You will be responsible for managing escalations, creating

performance reports, and actively engaging with our clients to address their needs.

Responsibilities:

a. Customer Service Excellence:

- Lead and support the customer service team to provide exceptional service to clients.

- Develop and maintain a customer-centric approach to all interactions.

b. Escalation Management:

- Handle complex customer issues and escalations with professionalism and efficiency.

- Investigate root causes of escalations and implement strategies to prevent recurrence.

c. Performance Reporting:

- Create and maintain performance reports and KPIs related to customer service.

- Analyze data to identify trends and areas for improvement, making data-driven recommendations.

d. Client Engagement:

- Proactively reach out to clients to gather feedback, address concerns, and build positive relationships.

- Identify opportunities for upselling, cross-selling, or enhancing the customer experience.

e. CRM System Management:

- Oversee the organization's CRM system, ensuring data accuracy and consistency.

- Collaborate with IT and other relevant departments to improve CRM functionality.

f. Training and Development:

- Provide training and guidance to our customer service team to enhance their skills and knowledge.

- Promote a culture of continuous learning and improvement.

g. Documentation and Compliance:

- Maintain accurate records of customer interactions and resolutions.

- Ensure compliance with company policies and regulatory requirements.

h. Team Collaboration:

- Collaborate with other departments, such as sales and marketing, to ensure a seamless customer experience.

- Participate in cross-functional teams and projects as needed.

Key Performance Indicators:

• C-SAT Survey.

• Customer growth.

• Customer Retention.

• Product utilization.

• New Customers

• Customers Complaints vs. resolution within 1 working days

• Outbound calls

Job Details

Posted Date:	2023-11-12
Job Location:	Kuwait
Company Industry:	Retail & Wholesale

Preferred Candidate

Gender:	Male
Nationality:	United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen