Minimum of a Bachelors’ degree in a Business, Marketing related field.
Minimum of four(4) years’ practical experience in managing clients/customers.
Previous sales experience and an organized approach to work.
Strong interpersonal skills and ability to build rapport with customers
Ability to drive client focused outcomes
Strong communication skills and IT know-how.
Aktivitäten
Main Objective
The Customer Relations Supervisor is responsible for building and maintaining good relationships with clients/customers and addressing customer concerns.
Roles and Responsibilities
Set clear objectives and deploy strategies focused on customer relationship management.
Take lead in implementing the company’s customer commitments, i.e. responsiveness, availability, customers voice etc.
Improve customer service experience, create engaged customers and facilitate organic growth.
Develop and implement a robust process of meeting the ever-changing expectations of the customers.
Take ownership of customers issues/complaints and follow issues through to resolution.
Keep accurate records and document customer service actions and discussions.
Deliver prompt and professional solutions to customers` inquires in liaison with the other business teams.
Manage and update the affiliate’s customer database.
Track & engage dormant & inactive customers & in conjunction with the business teams drive actions to on-board these customers back.
Perform service quality performance evaluation for clients/customers through customer satisfaction surveys and utilize the feedback to initiate actions.
Analyze statistics, compile & share accurate reports.
Lead & supervise the customer relations team.
Take lead in quality assurance by evaluating the customer relations officer’s skills, identifying gaps and providing/recommend the appropriate training.
Develop & improve customer service procedures, policies and standards for the affiliate.
Kontext & Umgebung
The expectation is to innovatively reach out to all our clients. In an ever-changing energy world, we place our customers at the center of our priorities.
The objective is to deepen the knowledge of our customers through data collection, analytics and using direct communication and engagement . Our focus is to improve customer experience by simplifying the customer journey, monitoring satisfaction and managing complaints professionally.
We aim to be the trusted partner for energy & mobility transition by developing multi-energies offers.