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CRM - Automotive (0a7ee9c36e3a)
DescriptionJob Responsibilities:Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.Working closely with all departments to ensure the CRM works effectively for all aspects of the company.Work with management on customer service initiativesInvestigate customer's problems and find solutionsHandle major incidents that cannot be resolved by agents.Resolve complaints and order issues.Plan & supervise the day-to-day handover activities to customers.Manage the customer “snag list” i.e. comments, requests, etc, and address them through proper communication, follow up, coordination and escalation with the related departments.Manage all telecommunications, requests and monitoring efficiency.Create and implement handover process for all projects.Handle project Consolidation requests and sensitive customer based projects.Create job description and KPI’S for the CRM team members.Create incentive structure and plans for the CRM departmentHandle collection team in all aspects of collecting outstanding amounts.Prepare a weekly/monthly /quarterly reports to Senior Management.Manage hand over and fit out process of 5 projects.Handle all escalated cases and obtain the needed approvals from upper management.Ensuring professional relationships are established and maintained with clients.Contribute with the Head of legal department to take further collection actions with delinquent debtors; File legal cases, Issuing Default notice& termination notice, Proceed Termination actions.Job RequirementsBachelor’s degree in Business Administration, Public Relations, Communications or a relevant discipline.5+ years of experience in automotive .JobsCustomer Service/SupportCRM - Automotive