Customer Relation Coordinator

Description

ABOUT THE ROLE

Reporting to the Program Manager Customer Experience is responsible for monitoring coordinating and providing responses to emails and feedback received through the email channel and ; investigating coordinating and providing responses to customer complaints and inquiries received from the public municipal and regional politicians staff etc.; resolving escalated customer issues as reported in Corporate Customer Relationship Management (CRM) software solution; liaising with department staff to ensure consistent messaging and responses; updating call centre staff on issues pertinent to the information they provide to the public; analyzing reporting and presenting management with statistics from the CRM system; assessing staff training needs for the CRM system and designing and facilitating training sessions; making recommendations on system improvements.

WHAT YOULL BE DOING

• Monitors and maintains generale-mail channels and feedback on a daily basis including prioritizing tracking in the CRM system administration and functionality.
• Consults with department staff to provide customers with accurate responses through email.
• Analyzes email feedback and CRM data to identify trends; make recommendations for service improvements to staff ensuring customer satisfaction measurables are met.
• Identifies changes required to the CRM system to ensure the system is optimized for staff needs.
• Prepares develops and facilitates CRM training for new employees.
• Provides guidance to Customer Service Staff on usage of the CRM system including staff coaching and direction for entering customer complaints; ensures customer concerns are documented and forwarded to the appropriate section for investigation / resolution.
• Liaises with Department staff on customizing functional areas of the CRM system and with Operations staff regarding on-going issues and follow up.
• Liaises with functional Department staff on various issues and responds to letters received from municipal / regional politicians and from the media as needed.
• Performs other duties as assigned to meet Branch and Departmental objectives.

WHAT WERE LOOKING FOR

Required Experience :

IC

Key Skills

Arabic Speaking,Automation,Business Management,DCS,Facility Management

Employment Type : Full Time

Experience : years

Vacancy : 1