Customer Relationship Manager [NO-CRM78]
Our client
Our client is a major multi functional business service centre in Budapest that is now looking for a Customer Relationship Manager.
Tasks
-Manage the tactical level of Customer Relationship model; point of contact for customer requirements and issues
-Market the CSS services to customer; reinforce one voice to customer
-Manage yearly service level agreement process including maintenance of volume files for pricing
-Conduct mid-year service level agreement business reviews, make service level agreement adjustments as needed
-Conduct, analyze and publish annual customer satisfaction survey
-Provide urgent and/or serious issue resolution; not fixing the problem, but making sure the problem is escalated appropriately, that it is resolved in a timely manner that root cause is identified, corrective action is implemented and after-care follow-up is completed
-Coordinate cross functional activities as defined in Customer Engagement Strategy
-Facilitate frequent customer interaction such as conference calls, on-site meetings and quarterly reviews
-Provide pre and post implementation support for new service offerings and/or service improvements; to include development and documentation of service description documents and service level agreement
-Recommend process improvements derived from customer feedback
-Communicate customer reaction to new service offerings and/or service improvements
Requirements
-Previous working experience in customer service supervisory role-University or College degree (preferably in economics)
-Fluency in English, both written and spoken are must
-Proficient use of MS Office Tools
-Ability to multi-task
-Excellent verbal and written communication skills with ability to effectively interact with both internal and external customers
-Strong presentation skills
-Demonstrated ability to remain flexible while responding to quickly changing priorities
-Ability to show initiative (self-starter)
-Work independently on projects and issues that arise
-Drive timely resolution of customer issues; be customer advocate
-Be a true problem solver and not accept a "get to it next week" response
