CRM Executive - Egyptian Resorts Company (ERC)

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Egyptian Resorts Company (ERC)
CRM Executive
Full Time
• Detail all customer Service Requests /complaints and grievances in an individual customer file and summarized into weekly reports for Developer services Director. • Carry out procedures for receiving and handling Service requests /complaints/ inquiries, coordinating with responsible department and follow-up to assure consistency of quality service provided. • Audit and provide recommendations to enhance the efficiency and effectiveness of the various systems to meet existing and future requirements of the respective departments. • Maintain Developers focus at all times and respond to developers’ inquiries (e-mails, phone, letter and fax) , Maintain accurate customer history via “interaction” and “Service request” in accordance with Developer Services management system. • Ensure information and services required to address the sub-developer’s needs are provided in an efficient and timely manner and coordinated • Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic • Follow up on and ensure collection of developer receivables and any other financial obligations as per the land sale agreement or any subsequent agreement with the sub-developer. • Ensure all developers’ queries are investigated and resolved, escalating issues if appropriate, to the Developer Services Director.
Education: Appropriate BA preferred in Engineering or Business. Experience: Not less than 3 years Professional certification: Training received: • Customer services training programs • Quality assurance training programs Professional competencies: • Service Orientation • Critical Thinking • Inductive reasoning • Problem solving • Communication skills Personality type: • Extrovert, Emotional stable character, opens to experience. Other requirements: Knowledge • Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. • Knowledge of all programs and software used in customer monitoring and feedback including: • Contact service software • Customer relation management – CRM • Network conference software • Electronic mail
3 - 5 Years.
• Job will be located in Zamalek. • Please insert a PHOTO in your CV. • Please mention the Job Title in your message subject field.


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