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Customer Service Management Lead

2 weeks ago

Petaling Jaya, Selangor, Malaysia FunnelEvo Group Full time

Job Overview

We are looking for a highly skilled Customer Relations Management Executive to join our team at FunnelEvo Group.

The successful candidate will be responsible for managing our company's interactions with current and potential customers, with the goal of improving customer satisfaction, loyalty, and business growth.


Main Responsibilities:

  • Investigate and Resolve Customer Complaints: The CRM Executive will investigate customer complaints, develop solutions, prepare reports, and make recommendations to management to ensure timely and effective resolution.
  • Communicate Effectively: Ensure that customers receive all necessary information about our programs and services.
  • Maintain Strong Relationships: Foster good relationships with customers through regular communication and prompt responses to their queries.
  • Analyze Customer Behavior: Analyze customer behavior and measure their impact on business outcomes to update strategies and improve customer engagement.
  • Develop Personalized Approaches: Divide customers into different classes based on common characteristics like demographics or behaviors and personalize the approach effectively.
  • Understand Customer Attitudes: Understand previous customer attitudes to better engage current customers.
  • Identify New Communication Channels: Identify new and more cost-efficient communication channels with customers.
  • Prioritize Customer Interaction Approaches: Identify the most efficient customer interaction approaches & prioritize them accordingly.
  • Keep Customers Informed: Keep customers updated about the latest collections & special offers in order to increase sales.