CRM Manager Job Description

May 4, 2010 | By More

CRM Manager Job Description and Profile

The job of a CRM Manager is a highly specialized position to deliver and maintain the best possible high-standard level of customer services. Their main key strategy to execute this task is to provide adequate staffing for handling potential problems or incoming calls. A customer relationship manager is accountable to handle incoming traffic or calls during busy periods.

Duties and Responsibilities

  • Supervising the customer service representatives’ team and ensuring that all the customers receive immediate service.
  • Handling all inquiries and requests of customers, and resolving the problems swiftly.
  • Interacting with the customers via fax, phone, the internet, email, or in person to address directly the customer issues.
  • Assessing the situation and determining an appropriate suitable course of action.
  • Working with employees and providing guidance during tough situations to acquire appropriate resolution for the customer and the company.
  • Ensuring that they follow all company protocols while dealing with customers.
  • Following up with complaints or inquiries of customers, collecting previous due payments, issuing customer refunds, and forwarding customer concerns to upper level management when required.
  • Handling vendor problems, preparing sales plans, communicating internal information to upper management, coordinating employee activities, reconciling data, and researching ways to ameliorate service.
  • Working with CRM team in ensuring the accurate communication of objectives of company when customers first call in.
  • Creating and maintaining up-to-date script, which the associates use while responding to calls.
  • Ensuring that all client information is precise and supervising the processing of payment.

Skills and Specifications

  • Excellent customer-service orientation.
  • Strong interpersonal and listening skills.
  • Ability to correspond ideas in both user-friendly and technical language.
  • Highly self-impelled and directed, with sharp attention to detail.
  • Ability to prioritize and accomplish tasks in a hard-hitting environment.

Education and Qualifications

  • Bachelor’s degree in business administration, business management, or related specific field from an accredited institution.
  • Experience in Call Center Customer Service activities.

Category: Call Center Job Descriptions

Comments are closed.