CRM Manager Job Description

October 15, 20110 Comments

CRM Manager Job Description and Profile

The job of a CRM Manager or a CUSTOMER RELATIONSHIP MANAGER is very vital as the name sounds. It is a highly specialized position to deliver and maintain the best possible high-standard level of customer services by handling incoming traffic calls during busy periods. Their main key strategy to execute this task is to provide adequate staffing for handling potential problems or incoming calls.

Duties and Responsibilities

There are a wide range of duties and responsibilities which are expected to be fulfilled by a CRM manager and therefore they are as follows:

  • The prime duty of a CRM manager is to supervise the customer service representatives’ team to ensure that all the customers receive immediate service as soon as possible.
  • He or she has to handle all the inquiries and requests of customers to resolve the problems swiftly by using fax, phone, the internet, email, or in person to address directly the customer issues.
  • It will be needed to first evaluate the situation firstly and determine an appropriate suitable course of action.
  • He or she has the responsibility to guide the employees during tough situations to acquire appropriate resolution for the customer while working with them.
  • It will be the duty to oversee that all the laws and standard measures are followed while dealing with customers.
  • He or she has to perform the basic duties such as handling vendor problems, preparing sales plans, communicating internal information to upper management, coordinating employee activities, reconciling data, and researching ways to ameliorate service.
  • He or she needs to collaborate with the CRM team to ensure the accurate communication of objectives of company when customers first call in.
  • It will be needed to create and maintain up-to-date script, which the associates use while responding to calls.

Skills and Specifications

The following skills and specifications required in a candidate to do the job of a CRM manager are as follows:

  • The person should necessarily have the excellent customer-service orientation to do the job.
  • He or she needs to have strong interpersonal and listening skills to resolve the issues of the customers.
  • He or she has to find out the ideas in both user-friendly and technical language or may be in some other way.
  • The person should be very hard working and should be highly self-impelled and directed, with sharp attention to detail.
  • He or she should have the ability to prioritize and accomplish tasks in a hard-hitting environment and with the strict guidelines as well.

Education and Qualifications

  • The basic degree required to do the job is a Bachelor’s degree in business administration, business management, or related specific field from an accredited institution.
  • The other requirement is having some past working experience in Call Center Customer Service activities.

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