| Job Location | Kuwait |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Retail & Wholesale |
| Functional Area | Not Mentioned |
Job Purpose:The Senior Customer Relationship Management Officer (Sr. CRM Officer) will be responsible for overseeingand optimizing customer relationship management within our organizations customer service department.This role plays a critical role in ensuring exceptional customer experiences, addressing escalations, generatingperformance reports, and proactively engaging with clients to enhance satisfaction and retention.Scope:The Sr. CRM Officer will work closely with the customer service team, acting as a key liaison between ourorganization and customers. This role involves monitoring, analyzing, and improving customer interactions todrive long-term loyalty and company success. You will be responsible for managing escalations, creatingperformance reports, and actively engaging with our clients to address their needs.Responsibilities:a. Customer Service Excellence:- Lead and support the customer service team to provide exceptional service to clients.- Develop and maintain a customer-centric approach to all interactions.b. Escalation Management:- Handle complex customer issues and escalations with professionalism and efficiency.- Investigate root causes of escalations and implement strategies to prevent recurrence.c. Performance Reporting:- Create and maintain performance reports and KPIs related to customer service.- Analyze data to identify trends and areas for improvement, making data-driven recommendations.d. Client Engagement:- Proactively reach out to clients to gather feedback, address concerns, and build positive relationships.- Identify opportunities for upselling, cross-selling, or enhancing the customer experience.e. CRM System Management:- Oversee the organizations CRM system, ensuring data accuracy and consistency.- Collaborate with IT and other relevant departments to improve CRM functionality.f. Training and Development:- Provide training and guidance to our customer service team to enhance their skills and knowledge.- Promote a culture of continuous learning and improvement.g. Documentation and Compliance:- Maintain accurate records of customer interactions and resolutions.- Ensure compliance with company policies and regulatory requirements.h. Team Collaboration:- Collaborate with other departments, such as sales and marketing, to ensure a seamless customer experience.- Participate in cross-functional teams and projects as needed.Key Performance Indicators:? C-SAT Survey.? Customer growth.? Customer Retention.? Product utilization.? New Customers? Customers Complaints vs. resolution within 1 working days? Outbound calls
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