Marcs Consulting - Executive Search Services

Interested to apply?

Responsibilities

Develop & drive customer relations strategies & programs
Create and implement appropriate customer retention and loyalty programs
Lead, manage and motivate customer relations team to deliver and ensure pre-determined company service level goals are met
Develop and maintain effective yet efficient communication channels with external customers as well as across all internal functional departments
Design and create the desired customer experience
Review procedures and streamline work processes to reduce operational errors
Work with all employees to ensure pre-determined service level goals are met, while championing high levels of service
Lead, manage and motivate the customer relations team
Develop and implement customer care / relations strategies and support the delivery of sales and marketing campaigns to customers.
Minimize/manage the cost for inbound calls (Call Center)
Participate in the preparation of department budget to make recommendations and forecast for needs and expenditure
Define the deliverables, resource requirements and work plan for bi-yearly budget exercise.
Ensure implementation of SOPPs and/or ISO procedures are smoothly executed, from developing operational procedures to training and communicating requirements to the various internal stakeholders

Requirements

Degree in Mass Communications, Public Relations or other related qualifications
5 years' experience in Customer Relations / Service, preferably in property development industry but not essential
Customer loyalty program development, implementation & improvement
Excellent communication skills in English, BM & Mandarin, especially good written English
Articulate with pleasant personality
Good management & organization skills
Confident yet meticulous