Customer Relations Executive Job Description

Customer Relations Executive Job Description

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Customer relations executive provides consultation on the use of Lean Six Sigma techniques to improve process performance and product quality and end to end customer experience.

Customer Relations Executive Duties & Responsibilities

To write an effective customer relations executive job description, begin by listing detailed duties, responsibilities and expectations. We have included customer relations executive job description templates that you can modify and use.

Sample responsibilities for this position include:

Manage incoming calls from Clients and Carers ensuring service is delivered within the required timeframes and to SHC standards of customer service
Ensure that a full understanding of the client's needs are obtained and used as a key driver to the matching of carers
Ensure matching of carers to clients to match the needs of the client and arrangement of introductions
Understand and deliver your KPI's and SLA's specifics
Ensure that there is accurate handover to your CRE colleagues as required, maintaining a seamless transition so service delivery remains efficient and streamlined
Maximise on every opportunity ensuring the client/carer receives outstanding service
Ensure all system records are up to date and accurate
Partner with the Worldwide Customer Experience leadership team to set the Executive and Customer Relations strategy
Manage teams of customer escalation specialists in Austin, TX and Galway, Ireland
Get escalated customers back into their games fast with 90+ rated customer satisfaction

Customer Relations Executive Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Customer Relations Executive

Typically a job would require a certain level of education.

Employers hiring for the customer relations executive job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, English, Education, Management, Finance, Chinese, Marketing, MBA, Business Operations, Engineering

Skills for Customer Relations Executive

Desired skills for customer relations executive include:

Products and services within Saga Healthcare Ltd
MS Office Application
Saga and products would be beneficial
Applicable Ally Invest Regulations and end to end processes
Complaint management components
Advanced computer literacy
Planning and analysis
Microsoft Office programs
ACSR
Dealers and customers' inquiries

Desired experience for customer relations executive includes:

Deliver EA executives a one-stop destination for customer escalations that provides a positive, closed-loop experience
Participate in the Hero Academy immersion program
Drive insights from customer escalations into operational reporting used to improve EA customer care processes and voice-of-the-player reporting used to improve EA products and services
Champion necessary improvements to overall EA customer care processes to improve the customer care experience, lower customer effort and positively impact player engagement and value
Materially reduce the rate of customer escalations
Manage relationships with independent and governmental consumer protection boards to ensure EA remains in good standing at all times

Customer Relations Executive Examples

1

Customer Relations Executive Job Description

Job Description Example
Our growing company is looking to fill the role of customer relations executive. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer relations executive
  • Implement processes for consistent team handling of customer complaints
  • Analyzes and reports performance data on customer escalation trends and business improvement plans
  • Proactively identifies issues and implements plans to resolve them
  • Partners with cross-functional leaders to isolate and resolve systemic issues based on customer and employee feedback
  • Recommends new approaches and policy changes to decrease customer escalations and improve customer experience
  • Provides customer experience leadership with regard to all facets of operations analysis, performance management, and people leadership
  • Prepares, analyzes, and manages the effectiveness of the ECR team through statistical analysis of activity
  • Plans, develops, and administers customer service improvement programs in alignment with company objectives- Implements company policy, procedures, standards, and goals
  • Conducts regular meetings with ECR Supervisors and Professionals to maintain two-way communication and achievement of departmental objectives
  • Assist and participate in sales events such as roadshows and education fairs other promotional activities to support in promoting and marketing INTI programs
Qualifications for customer relations executive
  • Demonstrated organization, quantitative, analytical and problem solving skills
  • Extreme Excel skills and Access database knowledge needed for scorecard and analytics production
  • PowerPoint presentation capabilities needed for presentation of analytics and recommendations to Division leadership
  • Customer service orientation (reliable, responsive, customer focused)
  • Ability to drive results (reliable, proactive, able to work effectively in a complex, fast-paced environment)
  • Ability to build strong partnerships across the business
2

Customer Relations Executive Job Description

Job Description Example
Our company is hiring for a customer relations executive. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer relations executive
  • Participate in workforce management
  • Track orders for on-time delivery and resolve customer issues
  • Carry out ad-hoc duties as assigned by CRD Management team
  • Working to department targets (each complaint responded to with 24-48 hours)
  • Handle customer complaints, enquiries and feedback via e-mail, chat or phone
  • Take judgement calls and manage customer queries and complaints
  • Go the extra mile to achieve customer delight
  • Ensures all sensitive complaints are accurately reviewed and investigated prior to responding in a timely and professional manner, and that information is properly updated with the appropriate regulator
  • Supports LOB transformation initiatives by building-out the Customer Care/Complaints Program, operational processes, tracking and reporting processes
  • Works with product and technology to define any requirements to build any new functionality or platforms required to manage and track complaints
Qualifications for customer relations executive
  • Possesses a Diploma or Degree in any academic discipline
  • Has 2 to 3 years of customer service or sales support experience
  • Good communication skills, both written and oral, in the English, Chinese and Bahasa Malaysia languages
  • A dynamic team player, with strong persuasive and interpersonal skills
  • Diligent and trustworthy, with good initiative and enthusiasm
  • Previous or current relevant customer service leadership role experience
3

Customer Relations Executive Job Description

Job Description Example
Our growing company is looking for a customer relations executive. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer relations executive
  • Creates complaint response reports, including SLA performance, quality, trends, and corrective actions
  • Actively oversees timely and accurate customer and regulator responses that require cross-functional support, additional information, or in-depth work to resolve
  • Monitors and manages workload to ensure team and vendors are adequately staffed with appropriately skilled resources to timely review, investigate, and respond to complaints
  • Sets goals for the team and motivates specialists to accomplish these goals
  • Works independently and/or in a team environment on special projects and other assignments as needed
  • Ability to communicate effectively over the telephone/email and establish credibility and trust with a variety of Customers
  • Plans, manages, and executes process activities for addressing consumer complaints and escalations
  • Supports LOB transformation initiatives by building-out the Complaint Team staff, operational processes, tracking and reporting processes
  • Position must collaborate with business units and quality teams to ensure root-cause analysis is incorporated into the corrective action process
  • Drive improvement and enable consistent performance by providing accurate, intuitive reporting and data visualization that can be easily leveraged by operations leaders
Qualifications for customer relations executive
  • Strong presentation skills – ability to quickly, clearly and compellingly relay the story told by data through strong visual representation
  • Ability to use influence to drive cross-functional results
  • Project management skills (communication, planning, documentation)
  • Optimistic, embraces possibilities, supportive and motivating
  • Ability to work with challenging targets and deadlines
  • Someone who is passionate about what we are doing
4

Customer Relations Executive Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer relations executive. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer relations executive
  • Organizes weekly and daily activities for addressing consumer complaints, including reviewing root cause analysis and remediation activities
  • Ensure timely and accurate customer and regulator responses that require cross-functional support, additional information, or in-depth work to resolve
  • Reviews all sensitive complaints to ensure material is accurate and timely
  • Monitors the CFPB portal daily and for investigation all new complaints and uploading completed responses
  • Reviews all escalation activities including loan agents, loan coordinators/schedulers, and loan service providers
  • Review and edit all procedures and team training associated with complaint management to ensure compliance
  • Creates complaint response reports, including complaint reasons, root causes, cycle time, and responsiveness
  • Ensure timely and accurate customer and regulatory responses that require cross-functional support, additional information, or in-depth work to resolve
  • Provides compliant and de-escalation training to vendors and representatives as necessary
  • May be required to assist client services during high volume or emergency situations
Qualifications for customer relations executive
  • At least 3 years of relevant experience in Sales Administration/ Customer Service/ Order Fulfillment related position
  • Prior working experience from the telco industry will be a added advantage
  • Positive attitude with customer service mindset, ability to work in a team and positive attitude
  • Prioritize and handle multiple tasks, often within short periods of time with frequent interruptions and considerable pressure due to immediate deadlines
  • University degree (related to English, Chinese or Translation an advantage)
  • Experience in the customer relations field is a significant advantage
5

Customer Relations Executive Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer relations executive. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer relations executive
  • Other duties or responsibilities as may be required to effectively and efficiently respond to customer needs
  • Build professional rapport with internal and external customers by demonstrating active listening skills to ensure mutual understanding of customer's concerns/comments
  • Effectively communicate information, verbally, and/or in writing in a clear and informative manner, and take appropriate ownership and accountability of customer issues and concerns, minimizing the need for future contacts
  • Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, equipment, policies and procedures, account status, marketing promotions and campaigns, serviceability, service problems, and more, as the need arises
  • Analyze and solve problems regarding billing, service, sales, retention and other issues
  • Build and support strong internal/external partnerships with other organizations to resolve complex, escalated complaints
  • Provide follow through, tracking, and resolution information on all complex escalated customer complaints in an efficient and timely manner
  • Eliminate repetitive occurrences of customer dissatisfaction through reporting of data
  • Prepare consistent and professional customer correspondence to ensure prompt attention
  • Assist in developing and executing team/individual objectives
Qualifications for customer relations executive
  • 0-2 years of experience in e-mail, chat or inbound support
  • Ensure that all executive customer complaints are resolved efficiently, effectively and consistently, maximising customer satisfaction and loyalty and achieve the required performance standards
  • Subject matter expert on all forms of dispute resolution including a detailed knowledge and understanding of FCA complaint handling obligations
  • Ensure that a full a thorough investigation is carried out on each FOS referral to enable a quality response to be sent to FOS and feedback to the business to drive improvement
  • Key liaison point on escalated complaint matters (Exec, Media, Legal) to provide complaint advice and expertise
  • Cultivate and maintain relationships with the key teams Media, CCMU, Legal and Compliance to ensure fast track resolution routes available for executive complaints

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