Call Center & Customer Relationship Manager

İşin təsviri

Key Responsibilities: 

• Team Management: Manage and supervise the call center team to deliver excellent customer service. Provide coaching, development, and leadership to the team. Monitor performance, set objectives, and carry out appraisals. 
• Customer Relationship Management: Develop and implement strategies to manage customer relationships, anticipate customer needs, and enhance customer experience. Ensure all customer interactions promote a positive brand image. 
• Sales and Business Development:
• Develop and implement strategies to attract new business. Design and launch effective outbound calls campaign to convert existing production. Coordinate with marketing and sales teams to understand the product and customer needs better. Use data-driven decisions to enhance sales, lead conversion, and customer experience. Meet or exceed call center sales goals. 
• Customer Recovery: Manage and resolve any customer issues or complaints promptly and professionally. Implement recovery strategies to regain customer trust after negative experiences. 
• Performance Metrics: Establish and monitor performance benchmarks in areas such as customer satisfaction, sales revenue, service levels, and response times.
• Training: Develop and implement training programs to ensure the team is well-versed in product knowledge and sales techniques.
• Collaboration: Work closely with other departments (e.g., Marketing, Operations) to ensure a cohesive customer experience and identify opportunities for improvement.

Required Qualifications:

• Bachelor's degree.
• Proven experience (5 years+) as a Call Center Manager or similar customer service role.
• Excellent leadership and team management skills.
• Strong understanding of customer relationship management (CRM) practices.
• Experience in setting and achieving sales targets.
• Strong problem-solving and decision-making skills.
• Excellent communication and negotiation skills.
• Proficiency in relevant computer programs (e.g, CRM software).

Note: The physical demands and work environment characteristics are representative of those an employee encounters while performing the essential functions of this job.

Pizza Mizza is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

To apply, please submit your resume and cover letter.

Applications will close on 15 July, 2023.

Pizza Mizza tərəfindən digər vakansiyalar

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