Job General Overview  

As a CRM Manager, you will handle all day-to-day activities. You will be responsible for providing excellent customer service and support and for managing inquiries professionally. Also, you will be recruiting and training new employees. Moreover, you will be responsible for maintaining a detailed and accurate record of customer correspondence.

Main Duties & Responsibilities

1. Supervise customer service specialists.
2. Ensure that customers receive the quickest service possible.
3. Assist specialists in handling disappointed customers.
4. Determine a course of action to resolve customer problems.
5. Interact with customers using phone, fax, email, the company website and in person.
6. Provide assistance to specialists during extremely busy times.
7. Ensures that customer service specialists follow all company policies and procedures when dealing with customers.
8. Take specialists complaints to upper management when necessary.
9. Help create, update and maintain call script for specialists.
10. Use social media to help promote the company’s products and services.
11. Reviews customer evaluations in regards to service specialists’ work and look for areas that need improvement.