Job Position: Customer Relationship Manager
Job Description: Qatar Project Management (QPM) – Qatar – The Customer Relationship Manager is the key interface responsible for customer relationships on behalf of the managed Project(s) The role holder is responsible for receiving and processing customer queries and complaints and initiating further action to resolve their issues The role holder is also responsible for following up with concerned departments until and unless the customer issue has been completely resolved Educate existing and potential customers about the Client and guiding them to make the best decisions Liaise with internal and external stakeholders Maintain good relationships with clients so that the business can maximize the value of those relationships Identify key contacts at potential client companies to establish and foster a relationship Participate in one-on-one meetings with clients to explain services to guide their choices Understand the problems and challenges of clients and identify ways the business could better address those needs Monitor and assess activities of our competitors to proactively satisfy and retain our clients Processes customer requests / complaints received via phones, e-mails and fax Utilizes an effective approach to handle special telephonic work activities such as call transfers, receiving messages on others behalf, call backs, interruptions and unintentional disconnects Ensures that customers receive a satisfactory response Ensures effective handling of customer queries / complaints and requests in compliance with the Client’s service standards and code of practice and builds positive rapport with during their interaction with them Maintains detailed log of customer complaints / requests within the system in order to drive appropriate action and follows up with the customer periodically Updates customer records / database with details of the customers inquiry and the response conveyed to the customers Keeps abreast with latest knowledge of services provided by the Client, in order to provide relevant i…see more details
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