CRM-Manager-Job-Description by lanyuehua


									CRM Manager Job Description

CRM Manager Job Description and Profile

The job of a CRM Manager or a CUSTOMER RELATIONSHIP MANAGER is very vital
as the name sounds. It is a highly specialized position to deliver and maintain the best
possible high-standard level of customer services by handling incoming traffic calls
during busy periods. Their main key strategy to execute this task is to provide adequate
staffing for handling potential problems or incoming calls.

Duties and Responsibilities

There are a wide range of duties and responsibilities which are expected to be
fulfilled by a CRM manager and therefore they are as follows:

      The prime duty of a CRM manager is to supervise the customer service
       representatives’ team to ensure that all the customers receive immediate service
       as soon as possible.

      He or she has to handle all the inquiries and requests of customers to resolve the
       problems swiftly by using fax, phone, the internet, email, or in person to address
       directly the customer issues.

      It will be needed to first evaluate the situation firstly and determine an
       appropriate suitable course of action.

      He or she has the responsibility to guide the employees during tough situations
       to acquire appropriate resolution for the customer while working with them.

      It will be the duty to oversee that all the laws and standard measures are
       followed while dealing with customers.

      He or she has to perform the basic duties such as handling vendor problems,
       preparing sales plans, communicating internal information to upper
       management, coordinating employee activities, reconciling data, and researching
       ways to ameliorate service.

      He or she needs to collaborate with the CRM team to ensure the accurate
       communication of objectives of company when customers first call in.

      It will be needed to create and maintain up-to-date script, which the associates
       use while responding to calls.

Skills and Specifications

The following skills and specifications required in a candidate to do the job of a CRM
manager are as follows:
      The person should necessarily have the excellent customer-service orientation to
       do the job.

      He or she needs to have strong interpersonal and listening skills to resolve the
       issues of the customers.

      He or she has to find out the ideas in both user-friendly and technical language
       or may be in some other way.

      The person should be very hard working and should be highly self-impelled and
       directed, with sharp attention to detail.

      He or she should have the ability to prioritize and accomplish tasks in a hard-
       hitting environment and with the strict guidelines as well.

Education and Qualifications

      The basic degree required to do the job is a Bachelor’s degree in business
       administration, business management, or related specific field from an accredited

      The other requirement is having some past working experience in Call Center
       Customer Service activities.

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