Senior Customer Relationship Management Specialist

Responsibilities:

• Manage the company's CRM system, including data management, user management, and system customization.
• Implement complaint handling procedures and ensure that all complaints are handled effectively and efficiently.
• Collaborate with other departments, such as marketing, finance and operations, to improve the customer journey and ensure that customer expectations are met.
• Monitor customer feedback and take corrective actions to improve the customer experience.
• Conduct customer surveys to identify areas for improvement and develop strategies to address customer concerns.
• Create customer journey maps to identify touchpoints and opportunities to enhance the customer experience.
• Analyze customer data and provide insights to other departments to support business decisions.
• Stay up-to-date with industry trends and best practices in CRM and customer experience management.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3 – 5 Years of experience.
• Proven experience in customer relationship management, complaint handling, and customer journey mapping.
• Strong communication skills both written and verbal.
• Excellent problem-solving skills and ability to work independently and as part of a team.
• Data processing & reporting skills.
• Proficient in CRM systems.
• Strong attention to detail and commitment to delivering high-quality work.