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Customer Relations Specialist
2 months ago
Position Overview: We are looking for a committed and resourceful Customer Relations Specialist to become a vital part of our organization.
Key Responsibilities:
In this essential position, you will be tasked with providing a comprehensive management service for customer feedback, inquiries, and commendations, ensuring that our operational standards are consistently upheld.
Your primary objective will be to address concerns effectively, achieve performance benchmarks, and mitigate the escalation of issues. You will also be responsible for organizing and facilitating discussions with clients, engaging them in the evaluation and enhancement of our services.
- Deliver information to the corporate feedback service for information requests, regulatory inquiries, and data access requests.
- Support colleagues across various departments in resolving issues promptly, thereby preventing the escalation of complaints.
- Contribute to performance analytics, encourage learning from feedback, and assist in ongoing service enhancements.
- Monitor and manage intricate feedback and inquiries, collaborating with service providers and other departments to ensure that follow-up actions are executed.
- Engage with both internal and external stakeholders, including elected representatives and service providers, providing regular updates to clients.
- Coordinate discussions with customers, involving them in service evaluations and enhancements.
- Resolve feedback and inquiries to avert escalation, assisting the corporate feedback team in gathering data and conducting inquiries.
- Draft precise and comprehensive responses to feedback and inquiries, ensuring compliance with relevant handling codes.
- Ensure that follow-up actions are completed within agreed timelines, integrating lessons learned from feedback into operational processes.
- Establish strong relationships with clients, keeping them informed about the status of their feedback and inquiries.
- Administer and process compensations in accordance with applicable policies, tracking amounts disbursed and reasons across the organization.
- Identify training, procedural, and policy requirements, ensuring that new service managers are well-informed about feedback management protocols.
- Contribute to the development of policies, practices, and procedures for organizational growth, participating in projects, working groups, and service evaluations.
Qualifications:
- Experience in collaborating with clients to resolve feedback.
- Proficiency in engaging with diverse communities and formulating effective dispute resolution strategies.
- Experience in maintaining precise records, both in physical and digital formats, including database and spreadsheet management.
- If you are dedicated to delivering outstanding service and possess the necessary skills and experience for this role, we encourage you to consider joining our team and making a positive impact in our community.
