The Customer Relations Manager (CRM) at Eulap is responsible for fostering strong relationships between the company and its customers by ensuring seamless communication across various channels, including social media, inbound calls, and emails. This role is critical in enhancing customer satisfaction, resolving concerns efficiently, and driving engagement through meaningful interactions.
Qualification:
- Social Media Engagement: Monitor, respond to, and engage with customers across all Eulap social media platforms (Facebook, Instagram, LinkedIn, Twitter, etc.), ensuring timely responses and maintaining a strong brand presence.
- Inbound Calls Management: Handle customer inquiries, concerns, and feedback via Eulap’s hotline, ensuring a positive and professional interaction at all times.
- Email Correspondence: Respond to customer queries, complaints, and requests via email, ensuring all interactions are well-documented and resolved promptly.
- Customer Experience Enhancement: Develop and implement strategies to improve customer engagement and satisfaction, working closely with the marketing and product teams to relay valuable feedback.
- Crisis Management & Conflict Resolution: Address customer complaints and escalate critical issues to relevant departments while maintaining a customer-centric approach.
- Analytics & Reporting: Track customer interactions, feedback, and trends across all channels, providing insights to improve service quality and engagement.
- Collaboration with Internal Teams: Work closely with sales, support, and product development teams to ensure consistent messaging and resolution of customer issues.
- Compliance & Best Practices: Ensure adherence to company policies, brand tone, and industry best practices in all customer interactions.
- Qualifications:
- Education: Bachelor’s degree in Communications, Marketing, Business Administration, or a related field.
- Experience: Minimum of 2-4 years of experience in customer service, social media management, or a related role.
- Communication Skills: Excellent verbal and written communication skills in English and Filipino. Strong ability to convey messages professionally and empathetically.
- Tech-Savvy: Proficiency in social media platforms, customer relationship management (CRM) tools, and email support systems.
- Problem-Solving Abilities: Ability to handle complaints effectively, think on their feet, and provide quick, customer-centric solutions.
- Multitasking & Time Management: Ability to manage multiple communication channels while maintaining high-quality engagement.
- Emotional Intelligence: Strong interpersonal skills, patience, and the ability to empathize with customer concerns.
- Attention to Detail: Keen ability to track customer interactions, ensure follow-ups, and maintain accuracy in communication.
- Team Player: Works well within a team and collaborates with other departments for a seamless customer experience.
- Flexibility: Willingness to work in a shifting schedule or during peak business hours when needed.
- This role is ideal for someone passionate about customer satisfaction, engagement, and building long-lasting relationships between the company and its clients.