Job Summary:
Oversee our customer relationship management processes. manage customer handovers, contract administration, address customer complaints, and ensure timely collections. This role requires a proactive approach to enhancing customer satisfaction and driving operational efficiency.
Key Responsibilities:
- Coordinate the seamless transition of projects from development to customer handover.
- Ensure all necessary documentation is complete and accurate.
- Provide training and support to clients during the handover process.
- Oversee the preparation, negotiation, and management of client contracts.
- Ensure compliance with legal and company policies in all contracts.
- Maintain a comprehensive contract database for easy access and tracking.
- Act as the primary point of contact for customer complaints and feedback.
- Develop and implement strategies to resolve issues effectively and efficiently.
- Monitor complaint trends and suggest improvements to enhance customer experience.
- Manage the collections process, ensuring timely payment from clients.
- Develop payment plans and negotiate terms with clients as necessary.
- Maintain accurate records of collections and follow up on overdue accounts.
- Analyze CRM data to identify trends and insights for improving customer satisfaction.
- Prepare regular reports on customer interactions, complaints, and collections status.
- Present findings and recommendations to management.
- Work closely with sales, marketing, and operations teams to improve customer engagement.
- Facilitate communication between departments to enhance service delivery.
Bachelor’s degree in Business Administration, Marketing, or a related field.Proven experience in CRM management, preferably in a development company.Strong understanding of contract law and customer service principles.Excellent communication and interpersonal skills.Proficiency in CRM software and Microsoft Office Suite.Strong analytical and problem-solving abilities.