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125x125_banner_2 HUMAN-RESOURCES-OR-WAS-IT-HUMAN-REMAINS-COVER-web HUMAN-RESOURCES-OR-WAS-IT-HUMAN-REMAINS-COVER-web

On kindle!!!

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Customer Relationship Manager Job Description

Job Summary

Main responsibilities-Customer Relationship Manager Job Description

Knowledge, Skills and Abilities-Customer Relationship Manager Job Description

Customer Relationship Manager Job Description

The Customer Relationship Manager (CRM) will be the point of contract for a portfolio of customers. The CRM will manage all aspects of customers’ accounts including moves, adds and changes (MAC) as well as updating the billing system and reviewing monthly invoices.

 

• Handle and resolve customer complaints

• Obtain and evaluate all relevant information to handle inquiries and complaints

 

• Perform customer verifications

• Direct requests and unresolved issues to the designated resource

• Manage customers' accounts (finance)

• Keep records of customer interactions and transactions

 

• Record details of inquiries, comments and complaints

 

• Record details of actions taken

 

• Follow up on customer interactions

• Deal directly with customers either by telephone, electronically or face to face

• Respond promptly to customer inquiries and trouble tickets

Key Competencies:

 

• Knowledge and experience Customer Relationship Management preferably in the telecommunications industry

• Keen project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously

• Effective verbal and written communication on all levels and both internally and externally

• Strong analytical, technical and mathematical abilities

• Self-motivated, analytical, quick learner, organized, detail-oriented, multi-tasker

• Prioritizes workload and meets deadlines for a variety of customer relations and marketing "deliverables".

• Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills

• Proficient with Microsoft Windows platform and the entire Office pro Suite; to include Visio, MS Project, and PowerPoint;

• Ability to manage the additional aspects of working independently without constant direct supervision.

• Knowledge and experience working with voice over internet protocol (VoIP) is a plus.

 

Additional Work Activities:

Campaign Planning & Execution: Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.

 

Customer Focus: Working with team to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value. Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

 

 

 

 

 

 

 

 

 

 

 

Budget/Forecast: Build a detailed, bottom-up annual budget for areas of responsibility. Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available. Be prepared to discuss assumptions used for developing budgets and forecasts.

 

Special Projects: Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Account Managers.

 

Campaign Analysis: Analyze campaign outcomes in detail, using a variety of proprietary software applications. Draw insights and present results clearly to facilitate sound decision making on next steps.

 

Key Competencies:

• Knowledge and experience in the telecommunications industry

• Keen project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously

 

• Effective verbal and written communication on all levels and both internally and externally

• Strong analytical, technical and mathematical abilities

• Self-motivated, analytical, quick learner, organized, detail-oriented, multi-tasker

• Prioritizes workload and meets deadlines for a variety of customer relations and marketing "deliverables".

 

• Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills

• Proficient with Microsoft Windows platform and the entire Office pro Suite; to include Visio, MS Project, and PowerPoint;

 

• Ability to manage the additional aspects of working independently without constant direct supervision.

• Knowledge and experience working with voice over internet protocol (VoIP) is a plus.

The CRM will participate in the planning, successful execution and follow up for a diverse range of telecommunication implementation projects and other business support as required. The CRM will also carry out innovative and sometimes complex projects to their completion, and thoroughly analyze data in order to make sound recommendations for next steps that aim to improve our financial results.