CRM – BLENDED PROCESS

Summary

We are seeking a dynamic professional for the CRM – Blended Process role within the IT Services sector. This position is pivotal for managing customer interactions across various channels, ensuring high-quality service delivery while addressing client needs efficiently. The ideal candidate will serve as a primary point of contact, leveraging strong communication abilities to resolve inquiries and foster positive relationships, thereby contributing directly to customer satisfaction and retention goals.

Responsibilities

• Manage and resolve customer queries through voice and non-voice channels with professionalism and efficiency.
• Actively listen to client concerns to accurately understand issues and provide appropriate solutions.
• Demonstrate effective problem-solving skills to address complex customer situations and escalate when necessary.
• Maintain accurate records of customer interactions and transactions using Customer Relationship Management (CRM) tools.
• Utilize strong typing skills to ensure timely and error-free data entry and documentation.
• Deliver exceptional customer service by adhering to company standards and protocols.

Requirements

Requirements:

• Possess a minimum of 6 months of relevant work experience in a customer-facing role.
• Exhibit excellent communication skills with the ability to articulate thoughts clearly and concisely.
• Demonstrate proficiency in active listening techniques to grasp customer needs effectively.
• Show capability in applying problem-solving strategies to overcome service challenges.
• Have a proven track record of using CRM software for managing customer data and interactions.
• Display strong typing proficiency to handle high-volume data entry tasks.
• Maintain a customer service-oriented mindset focused on resolving issues and building rapport.