Customer Relationship Manager multilingual
|Job Title:||Customer Relationship Manager multilingual|
|Salary:||Up to £33501.00 per annum|
|Contact Name:||Karen Brown|
|Job Published:||July 23, 2018 10:12|
The Customer Relationship Manager is responsible for handling customer escalations that come to the Advocacy team through channels such as Executive, Legal and Press. Advocacy escalations will require direct customer interaction via phone with the goal of identifying and resolving issues related to consumer products and services, ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require the individual to deal with sensitive customers or situations. Customer relationship managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving! Customer relationship managers represent the company by providing world class service and displaying our core principles in all their work.
·Customer recovery and problem resolution.
·Documentation of customer issues for further analysis by the business.
·Identifying reoccurring or emerging issues and escalating to the appropriate channels.
·Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately
·Ensuring strict service levels are adhered to
·Self-prioritise and manage case work.
·Grow to become a Subject Matter Expert in an area of focus.
·Cross training, team operational projects as requested.
·Follows all privacy policies, legal considerations
·Full own the customer relationship through to resolution
·Customer Service and support experience
·Technical support experience
·Demonstrated business maturity
·Good knowledge in one or more of the following areas
i.Technical Support and trouble shooting
ii.Accounts and billing
·Escalation management & Critical situation handling
·Problem solving and research skills
·Organisational skills with attention to detail
·Understanding of Reverse logistics
·ITIL or similar problem management
Personal Attributes/Interpersonal Skills
·Collaborative team player with strong stakeholder management skills;
·Excellent time organisation and close-out discipline;
·Problem solver that can identify both short term mitigation and propose options for longer term resolution
·Strong written and verbal communication skills
·Excellent judgement, decision making skills, and the ability to work under continual deadline pressure
·Ability to manage and work within ambiguity to reach a successful outcome.
·Ability to influence and build relationships in an international environment
·Inquisitive and proactive, actively seeing new problems
·Work remotely on individual issues whilst contributing to the team success
·Fluent English one or more of the following
·Multilingual an advantage
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