Customer Relations - Mid level professional (talent pool)

Customer Relations Mid level Talent Pool Call-Out Are you a dynamic and problem solving individual with a passion for building strong customer relationships? Join our Customer Relations Talent Pool! We are excited to invite mid level professionals to be a part of our readily available talent pool for employers in different industries. Background Career Bridge is excited to launch the mid level professional Talent Pool, aimed at providing young and talented individuals with a platform to upscale their careers and contribute to significant global challenges. Being part of a talent pool offers numerous advantages. Here are some key benefits of being in a talent pool: Linkage to employers Access to Opportunities and skill matching Networking Career Development Position: Customer Relations Mid level (Talent Pool) Experience: 3-7 years Location: Multiple (Kenya and Global) Industries: Multiple Roles Within the Talent Pool Include but not limited to: Customer relations manager Client engagement manager Relationship manager Client engagement officer Call center manager Help desk manager Junior Territory manager Responsibilities Supervise and mentor a team of customer service representatives. Provide guidance, support, and training to enhance the team's performance. Oversee the management of customer inquiries, complaints, and issues. Ensure timely and effective resolution of customer concerns. Monitor and evaluate customer interactions to maintain service quality standards. Implement improvement strategies based on feedback and analysis. Lead efforts to proactively engage with customers, collect feedback, and ensure a positive customer experience. Handle and assist in resolving complex or escalated customer issues and complaints. Provide expert guidance to the customer service team. Share insights and best practices with the customer service team. Provide training and guidance to junior customer service representatives. Collaborate with other departments, such as product development, sales, and marketing, to ensure a coordinated approach to customer support and issue resolution. Analyze customer feedback to identify trends and areas for improvement in products, services, and customer support processes. Develop and implement strategies to retain and foster long-term relationships with key clients. Identify upselling and cross-selling opportunities. Act as an escalation point for challenging customer issues, using advanced problem-solving skills and negotiation techniques. Generate reports on customer service metrics, including response times, customer satisfaction, and issue resolution rates. Use data-driven insights to make informed decisions and enhance customer support strategies. Continuously refine and optimize customer service processes and workflows to improve efficiency and effectiveness. Maintain communication with key clients to ensure their needs are met and that they have a positive experience with the company. Maintain a deep understanding of the company's products or services and their applications to effectively assist and educate customers. Core Competencies: Communication Skills Listening skills Leadership skills A strong customer-centric mindset Empathy Problem-Solving and adaptability Time Management Team Collaboration Professionalism Attention to Detail Resilience when dealing with challenging or upset customers Technical Competencies: Product/Service Knowledge Customer Relationship Management (CRM) Software Data Entry and Management Email and Communication Tools Problem Tracking and Resolution Documentation Reporting Multilingual Skills (if applicable) Familiarity with digital communication tools, CRM systems Feedback handling Requirements Qualifications/Requirements: Bachelor’s/ Master’s degree in Business Administration, Commerce, Communication, Marketing, Hospitality Management or related field. 3- 7 years work experience in the related field. Good customer service skills. Must have high attention to detail and excellent analytical skills. Must be presentable and with good command of English with ability to handle high-end clients. Must be aggressive with good networking skills. Proficiency in Microsoft Office suite and basic CRM tools. Adequate knowledge of business and management principles (budgeting, strategic planning, resource allocation etc. Join Our Talent Pool If you are a Mid level professional looking to grow your career, you are encouraged to join the Career Bridge Talent Pool. Our Talent Pool is readily available to employers in the different sectors/Industries.