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Customer Relationship Management Officer

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Decatur, AR

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Job Description Job Description A permanent position exits at our Head office in Sandton for a Customer Relationship Management Officer within the Customer Relationship Management Department reporting to the Head: Customer Relationship Management. Main Purpose \u2022\u00a0To Promote the provision of excellent customer service throughout the corporation; \u2022\u00a0Share customer insights and facilitate implementation of improvements; \u2022\u00a0Support the management of IDC client relationships and build a reputation for excellent service and value-add; \u2022\u00a0Support business communication to clients in line with the segmentation approach; Job Objectives \u2022\u00a0Write articles for client emailer\/newsletter Co-ordinate the production of the client emailer. \u2022\u00a0Co-ordinate the production of collateral for complimented staff members (e.g Service Stars campaign).\u00a0 \u2022\u00a0Help promote the provision of excellent customer service throughout the corporation. \u2022\u00a0Maintain the CRM Sharepoint page, including publishing and updating content. \u2022\u00a0Monitor and share IDC mentions on public platforms for swift attention to customer issues. \u2022\u00a0Track, report on customer service issues arising from public platforms. \u2022\u00a0Provide input into the CRM section on the Integrated Report. \u2022\u00a0Assist with short and long-term customer satisfaction surveys, including mini-surveys for departments (data sourcing, conducting, analysis). Assist with conducting customer satisfaction surveys and report. \u2022\u00a0Draft monthly messages for inclusion in financial statements. \u2022\u00a0Send clients\u2019 birthday messages via SMS. \u2022\u00a0Draft client-centric communication. \u2022\u00a0To co-ordinate the writing and distribution of client-centric communication (emailers; SMSes on client birthdays; direct marketing; client letters \u2013 on boarding, sector\/product updates, introduction of new heads\/key employees; monthly messages on financial statements; client portal communication). \u2022\u00a0Manage the IDC clients\u2019 contact across all relevant channels (web, email, letters,) \u2022\u00a0Help identify areas of service improvements and provide solutions. Recommend strategies and report on the desires\/concerns of clients. Job Requirements Job Competencies \u2022\u00a0Communication skills, written and oral \u2022\u00a0Strong relationship skills and ability to collaborate with stakeholders \u2022\u00a0Interpersonal skills \u2022\u00a0Listening and problem-solving skills \u2022\u00a0Planning and organizational ability \u2022\u00a0Project management skills \u2022\u00a0Problem-solving skills EXPERIENCE AND KNOWLEDGE \u2022\u00a0Business communication\/client relationship management experience \u2022\u00a03 to 5 years\u2019 experience in business communication\/client liaison in Financial Services or relevant industry experience \u2022\u00a0Exposure to Customer service principles, tools and practices \u2022\u00a0Knowledge of Microsoft Word, Excel, Power Point, Outlook and SAP QUALIFICATIONS Diploma or Bachelor\u2019s Degree in (Communication, Marketing) ****Requirement: As our entity (IDC) Provides financing & funding, the need to ensure trust, honesty and integrity in all financial & non-financial activities must be above reproach****

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