Key Responsibilities:

Customer Relationship Management:

• Build and nurture strong, sustainable relationships with existing and potential customers.
• Serve as the primary point of contact for customer queries, feedback, and issues.
• Resolve customer complaints in a timely and professional manner, ensuring high satisfaction levels.

Customer Insights & Strategy:

• Gather, analyse, and interpret customer feedback to identify trends and areas for improvement.
• Develop and implement strategies to enhance customer retention and loyalty.
• Collaborate with the sales, marketing, and product teams to design customer-focused initiatives.

CRM System Management:

• Manage and update customer data within the CRM software to ensure accuracy and consistency.
• Utilize CRM tools to track customer interactions, monitor sales activities, and generate reports.
• Train team members on effective use of CRM systems and best practices.

Sales Support:

• Identify upselling and cross-selling opportunities and work with the sales team to capitalize on them.
• Support the sales process by providing key customer insights and history.

Reporting & Analysis:

• Prepare and present customer satisfaction reports and KPIs to the management team.
• Monitor and evaluate customer lifecycle metrics to inform decision-making and strategy.