CRM Specialist (205468)
Information
| Marketing and PR | |
| Mid Career (2-6 years) | |
| Not specified |
Company
| Not specified | |
| Oil/Gas | |
| New Cairo, Cairo, Egypt |
Description
- Managing all customer requests and inquiries coming through all available channels " incoming calls, Email ,Fax,.."
- Regular calls for all customers to ensure all customer concerns and feedbacks are heard by the company.
- Review CDS requests and ensure all customer information are accurate ,valid and complete.
- Customer creation in Gideon after the CDS submission with high quality and within the SLA.
- Manage the customer contract and PO in Gideon and ensure it's renewal before expiration.
- Ensure all information in Gideon is up to date with regular review on customer information , contract & POs.
- Update all relevant sheets with the new customer created.
- Coordinate with all departments to ensure all customer (internal and external) requests are closed within agreed duration and SLA.
- Ensure all customer feedbacks are communicated and follow up on the actions required.
- Identify , communicate and eliminate all obstacles or problems facing customers.
- Record all customers requests on time in CSSM or any relevant system.
- Handle customer complaints correction and ensure immediate reporting.
- Manage the customer communication for any announcement (price increase,operational adjustments,..etc).
- Close the loop for the selected touch points.
- Manage VOC requirements with project manager.
- Ensure successful implementation and follow up of Close the loop.
- Analysis of the results and contribute in the actions plan.
- Contribution in the CX campaign with the assigned tasks.
- Implementation of the project tasks according to the projects implementation plan and schedule with its approved budget.
- Assists the project team in establishing the sequential steps involved.
- Analysis on the customer interaction and reported in weekly basis.
Requirements
- Bachelor Degree in Business Administration or related major from a reputable university.
- 2-4 years' experience in a similar role
- Background in CRM systems preferably Gideon.
- Excellent communication and account management skills.
- Fluency in English is a must.
| Created on | 07 Feb 2022 |
| Last updated on | 10 Jan 2023 |