Customer Relationship Manager Job Description

Hello sir I am here as I want to get the Job Description of the Customer Relationship/ service Manager so will you please provide me the information about this??

[Pathak]

Customer service managers ensure that the needs of customers are being satisfied. Their aim is to provide excellent customer service and to promote this idea throughout the organisation they work for.



Qualifications

The following degree or HND subject requires:

-business studies;

-consumer studies;

-management studies;

-marketing




Skills

You will need to show:

-communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals;

-listening skills, to understand exactly what customers require;

-problem-solving skills;

-confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;

-motivational skills and an ability to supervise and lead a team of customer service assistants;

-creative thinking, to be able to come up with new ideas to improve customer service standards;

-an ability to work well under pressure;

-organisational and planning skills to develop customer services policies;

-good personal presentation, especially when working with customers face to face;

-a commitment to improve your own customer service skills on an ongoing basis



Job Duties:
-Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

-Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service
standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

-Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

-Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

-Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

-Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.

-Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

-Accomplishes information systems and organization mission by completing related results as needed.



Salary

-The range of typical starting salaries for trainee customer service managers fall between £18,000 and £25,000.

-Salaries for experienced customer service managers typically reach £30,000 to £45,000 and may exceed £60,000.