Our client in the Digital printing industry has an opening for a Client Relationship Manager in their call Centre.
Management of a 5- seat call centre, setting of goals, staff training and motivation. Implementing new policies and protocols that will improve client experience. Developing scripts and standardizing responses to create cohesion and effective communication. Implementing CRM software and ensuring the effective use thereof. Dealing with complaints and resolving problems. Ensuring that online ordering issues (payment gateway, software issues) are dealt with immediately and effectively. Communicating effectively and professionally between production and the client. Maintaining a strong knowledge of company processes - understanding the delivery workflows, dispatch protocols, ordering and tracking software's, company promotions, etc. Reporting to management on a weekly basis.
5 years call centre experience 3 years management experience Knowledge of IT, printing or photographic processes. Has to be fully bilingual in both English and Afrikaans