Role Overview:
The Customer Relations Executive will be responsible for enhancing customer satisfaction and loyalty through handling concerns of all customers with the objective of improving the organization's overall customer satisfaction ratings.
Key Responsibilities:
- Generating sales leads from existing customers and forwarding them to the sales team.
- Addressing customer queries and complaints promptly, aiming to provide exceptional customer service and foster strong customer relationships. Swiftly escalating and resolving customer complaints.
- Maintaining records of contract renewals and proactively initiating renewals or offering new products before the contract term ends.
- Communicating client needs and requirements to the operations department as necessary.
- Implementing and managing a continuous referral program.
- Coordinating vehicle pick-up and drop-off arrangements for customers.
- Assisting in the organization of client promotional events.
- Handling payment collection and managing invoicing processes.
- Developing and implementing customer-centric processes and enhancements to enhance service usage.
- Cultivating and nurturing profitable relationships with all customers.
- Keeping customers informed about the resolution status of their concerns, complaints, and latest product offerings to boost sales.
- Compiling monthly customer service performance reports.
- Expanding the customer base through upselling and cross-selling initiatives.
- Promoting the use of CRM programs among all customers.
- Conducting competitor analysis and devising strategic plans accordingly.
Requirements:
- Strong focus on customer centricity and satisfaction.
- Exceptional written and verbal communication abilities.
- Proficiency in process improvement and re-engineering.
- Effective problem-solving skills.
- Capable in people management and team leadership.
- Self-motivated with strong leadership qualities.
- Demonstrated aptitude in project and personnel management.
- Excellent interpersonal skills.
- Ability to effectively balance customer needs with company interests.
Qualifications and Experience:
- Bachelor's degree in Commerce/Business Administration, Marketing, or Communications.
- Additional training in:
- Customer Service is preferred.
- Train the Trainer certification is desirable.
- Previous experience in Car Rental, Hospitality (Hotels), Travel & Tours, Airlines, or related service industries.
- At least 2 years of experience in Customer Service Management, with a strong understanding of service standard improvement.
- Proficient in customer experience management, complaint resolution, and service quality enhancement.
