Manages a team with responsibility for the delivery of effective customer relationship management across a range of Customer Experience functions (call handling, problem resolution, claims etc.). Uses approved tools and best practice methods to recruit, develop and manage individual and team performance in accordance with established standards. Includes providing guidelines, support and coaching for employees with welfare problems that impact work or managing established processes to recover required performance levels.
Participates in the implementation phase of Company projects. Uses approved change management methods and tools to achieve required results. Performs defined bench-marking and participates in approved initiatives for best practice replication.
Develops and maintains a clear understanding of Customer Experience and operational targets. Adapts the day to day operation to optimize goal achievement. Involves collaboration with other Managers to achieve broader departmental goals and timely escalation of serious issues.
Develops a good knowledge of the Company business (tactics, services, key processes, departmental systems and tools etc). Builds a level of industry knowledge to ensure a general understanding of technical advances in telephony enhancements and Customer Experience measurement. Builds effective alignments with the local Management Team, local Customer Experience Teams, in order to share relevant knowledge, agree requirements and resolve issues. Ensures learning materials are accurately maintained and shared within the team and with relevant others.
Knowledge in service delivery and supply chain operations covering vehicle Service, Sales, and Parts operations from origin to retail level.
Proficiency in email environments, MS Office Suite, CRM technologies.
Effective problem solving skills.
University graduate or Bachelor s Degree
Quality Complaint Handling
Advanced CR Manager Seminar for Problem Resolution
Having at least 3 years of experience in medium level positions preferably in the freight handling industry.
Leadership and People Management
Execution and Promotion of Customer Experience
Achievement of Service Goals
Business Knowledge and Alignments
Engagement, Motivation and Recognition
Coaching for Performance
Measuring and Managing Performance