CRC Manager
Full time posted 9 hours ago in General Trading Company Shortlist Email JobJob Detail
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Job ID 149171
Job Description
Reports to: GM
Job Summary:
The CRC Manager will be responsible for managing the day-to-day operations of the Customer Relationship Center, ensuring high levels of customer satisfaction, service quality, operational efficiency, and team performance. The role involves leading the CRC team, monitoring key performance indicators, managing customer escalations, improving processes, and ensuring that all customer interactions are handled professionally and efficiently.
Job Role and Responsibilities:
- Manage and oversee the daily operations of the Customer Relationship Center.
- Lead, motivate, and manage CRC agents, team leaders, and support staff.
- Ensure excellent customer service across telephone, email, chat, WhatsApp, and other communication channels.
- Monitor and achieve key performance indicators (KPIs)
- Prepare daily, weekly, and monthly operational reports for management.
- Monitor staffing levels, workforce requirements, schedules, attendance, and productivity.
- Coordinate with Sales, Marketing, Operations, Finance, and other departments to resolve customer issues.
- Ensure accurate use and maintenance of CRM and customer databases.
- Maintain quality assurance standards and conduct regular call/service quality reviews.
- Identify training needs and coordinate training and development programs for CRC employee
Candidate Profile:
- Requirement open to Bilingual Arab Candidates
- Bachelor’s degree in any discipline from a reputable and recognized university.
- Minimum 5 years of experience in Managerial level position in customer service, contact center or customer relationship management.
- Fluency in English is required
- Strong customer-service orientation and ability to manage difficult customer situations.
- Strong analytical and reporting skills, including good knowledge of Microsoft Excel.
- Excellent communication, leadership, coaching, and problem-solving skills.