JOB DETAILS:
Job purpose
To support in the operations of the Customer Relations department with key focus in ensuring customer experience and satisfaction through relationship building, effective management of customer feedback while ensuring effective coordination of the outsourced staff in line with business requirements.

Profile request:
Main responsibilities
• Outsourced team (Call center and reception staff) supervision and performance management.
• Database management, including monthly Audits and customer profiling (Know-Your-Customer) to inform analysis and business activity proposals.
• Relationship building activations; both internal and external of the business. This includes in-house and external customer commitments to support customer experience.
• Weekly reporting and uploads of Customer Relations Management Key Performance Indicators in the main business portals.
• Loyalty Program Management in addition to program's expense tracking.
• Corporate mail Management through timely response enforcement and conversion tracking.

Educational qualifications
• Bachelor's degree in business administration or any other business-related discipline.

Specific experience, knowledge & skills required
• At least 3 years' experience in a customer service or marketing role.
• Experience in the hospitality industry will be an added advantage.
• Communication proficiency.
• Product and service knowledge.
• Tech savvy with proficient computer skills and a working knowledge of CRM systems.
• Management skills.
• Interpersonal skills.
• Teamwork.

Behavioral & specific personal attributes
• Relationship building capabilities.
• Innovation and change management.
• Negotiation and influencing abilities.
• Results driven.