– Developing specific goals and plans to prioritize, organize, and accomplish the key KRAs & KPIs of the CRM team
– Overseeing TL’s manpower rostering to ensure the daily incoming channel of customer inquiries & concerns is not missed.
– Making Decisions and Solving Problems
– Knowledge of implementation & usage of CRM management software such as Zendesk, Kapture CRM, Ameyo, Ozonetel, etc
– Strong knowledge in creating a dashboard of the required report to check & track the overall performance of the CRM team
– Experience in handling Telecalling team