Candidate Profile
• Minimum of a Bachelors’ degree in a Business, Marketing related field.
• Minimum of four(4) years’ practical experience in managing clients/customers.

Previous sales experience and an organized approach to work.
• Strong interpersonal skills and ability to build rapport with customers
• Ability to drive client focused outcomes
• Strong communication skills and IT know-how.

Main Objective
• The Customer Relations Supervisor is responsible for building and maintaining good relationships with clients/customers and addressing customer concerns.

Roles and Responsibilities
• Set clear objectives and deploy strategies focused on customer relationship management.
• Take lead in implementing the company’s customer commitments, i.e. responsiveness, availability, customers voice etc.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Develop and implement a robust process of meeting the ever-changing expectations of the customers.
• Take ownership of customers issues/complaints and follow issues through to resolution.

Keep accurate records and document customer service actions and discussions.
• Deliver prompt and professional solutions to customers` inquires in liaison with the other business teams.
• Manage and update the affiliate’s customer database.
• Track & engage dormant & inactive customers & in conjunction with the business teams drive actions to on-board these customers back.
• Perform service quality performance evaluation for clients/customers through customer satisfaction surveys and utilize the feedback to initiate actions.
• Analyze statistics, compile & share accurate reports.
• Lead & supervise the customer relations team.
• Take lead in quality assurance by evaluating the customer relations officer’s skills, identifying gaps and providing/recommend the appropriate training.
• Develop & improve customer service procedures, policies and standards for the affiliate.