Job description
Roles and Responsibilities:
Maintain a Companywide Customer Focus:
· Work with all departments to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value.
· Guide and lead team members to deliver services that meet or exceed the customer requirements.
· Assist sales team in business acquisitions, planning, and retention.
· Manage client relationships to build a reputation for excellent service and generate repeat business.
· Assist in Company’s brand visibility and CSR campaign.
Manage Company’s Customer Retention Management (CRM) Programme:
· As part of Company’s CRM Programme, communicate with clients on regular basis to follow up on our services, and carry out analysis of customer feedback.
· Through CRM, find out clients who face problems with our service and immediately liaise with Support department to resolve the problems.
· Regularly liaise with Support department to get information on clients facing chronic problems with our service and assure them of better service.
· Follow up on every problem reported by customers to ensure complete satisfaction and maximum utilization of the service provided to clients is obtained.
· Build and maintain excellent customer relationship and retainership with clients.
Reduce Clients Churn
· Identify clients who have stopped service. Find out factors that have caused clients to leave and make efforts to get them back and reduce churn.
· Ensure all existing clients have Service Contracts.
· Ensure regular follow up for renewal of accounts of customers
· Maintain complete and accurate customer data.
