Position: Assistant manager- CRM
Vacancy: 1
Employment Type – Full Time, Permanent
Experience – 1 to 3 Years
Education– Bachelor’s degree in Pharma, Business Administration, Business Management, Hospitality.
Salary: As per the company norms
Key Responsibilities:
Supervises customer service representatives.
Ensures that customers receive the quickest service possible.
Assists representatives in handling disappointed customers.
Determines a course of action to resolve customer problems.
Interacts with customers using phone, email, the company website.
Provides assistance to representatives during extremely busy times.
Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
Uses social media to help promote the company’s products and services.
Takes customer complaints to upper management when necessary.
Interacts with vendors, partners.
Generates reports for upper management.
Helps create, update and maintain call scripts for representatives.
Maintains database of customers for follow-up and services.
Reviews customer evaluations in regards to service representatives’ work and looks for areas that need improvement.
Train newly hired customer service representatives.
Train representatives on current equipment and software.
Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction
Require Skills & Experience:
Must have outstanding customer service skills.
Robust interpersonal and active listening skills.
Must have valuable MS Excel skills.
Must be highly detail-oriented and have the ability to effectively multi-task.
Must have excellent management and leadership skills.
Experience in managing and handling customer service representatives/teams.