Volvo Car Kuwait Now Hiring CRM & Customer Experience Specialist تقوم شركة فولفو كار الكويت الآن بتعيين أخصائي إدارة علاقات العملاء وتجربة العملاء

About
the job
Key Responsibilities
Conduct annual planning and budgeting for the customer relations department
(both Sales and Service) in alignment with Company goals
Define customer relationship programs and key initiatives for Sales and
Service divisions to achieve customer satisfaction index at the dealership
Track and monitor customer relations initiatives and provide guidance and
course corrections to ensure high effectiveness of the CR programs and
initiatives
Ensure seamless integration of customer interactions and information flow
across all customer touch points
Analyse customer satisfaction levels and define customer specific plans to
ensure delight for all current and prospective customers
Conduct internal meetings with Sales, Service and Marketing team to create
action plans, allocate responsibilities and set internal deadlines for driving
key CR initiatives
Provide quality feedback and update the sales team on the overall quality of
customer interactions and highlight issues if any
Maintain and monitor Sales and Service divisions customer relations department
KPIs (including CSI) for business analysis
Conduct regular reviews of CSI with the Sales and Service senior management
and highlight areas of concern and define an overall action plan
Monitor the implementation and effectiveness of planned customer specific
initiatives
Consolidate best practices across the departments around customer delight and
drive new and innovative initiatives
Manage and lead call center department KPIs across both Sales and Service
Qualifications
Customer Orientation and Relationship Management
Problem Solving and Decision Making
Objection Handling
Result Orientation
People Management
Initiative
Experience and continuously improve product knowledge of self and others.
Fluency in English & Arabic
Volvo Car Kuwait Now Hiring CRM & Customer Experience Specialist تقوم شركة
فولفو كار الكويت الآن بتعيين أخصائي إدارة علاقات العملاء وتجربة العملاء