About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Purpose of the Job</H2> </div><div><p><span style="font-size:11.0pt"><span><span><span style="font-family:'Calibri', sans-serif"><span style="color:black">To enhance customer satisfaction and loyalty by effectively managing customer interactions and relationships. This position involves serving as a primary point of contact for clients, addressing their inquiries, resolving issues, and providing tailored solutions to meet their needs. CMT Executive is responsible for gathering customers feedback, analyzing it to identify trends, and collaborating with internal teams to improve service delivery. Ultimately, this role aims to foster strong relationships with customers, ensuring their needs are met and promoting long-term business success.</span></span></span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Description</H2> </div><div><ul style="margin-bottom:11.0px"> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Coordinate with sales and marketing teams to align customer strategies.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Identify opportunities for upselling or cross-selling additional products and services.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Conduct regular follow-ups with customers to ensure ongoing satisfaction.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Participate in training programs to enhance product knowledge and customer service skills.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Organize and facilitate customer events or meetings to strengthen relationships.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Support the implementation of customer management initiatives and programs.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Stay updated on industry trends and best practices in customer management.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Serve as the primary point of contact for customer inquiries and support.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Manage and resolve customer complaints and issues in a timely manner.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Maintain accurate records of customer interactions and transactions.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Gather customer feedback to assess satisfaction and identify areas for improvement.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Collaborate with internal teams to develop solutions that meet customer needs.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Analyze customer data to identify trends and make informed recommendations.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Prepare and present reports on customer feedback and service performance.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Develop and maintain strong relationships with key customers.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Assist in the onboarding process for new clients to ensure a smooth transition.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Educate customers about products and services to enhance their experience.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Monitor service delivery and ensure adherence to company standards.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Assist in developing customer management policies and procedures.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Provide insights to management for strategic decision-making based on customer feedback.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:'Calibri', sans-serif">Foster a customer-centric culture within the organization.</span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Requirements - Experience and Education</H2> </div><div><ul style="margin-bottom:11.0px"> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Bachelor’s degree in business administration, marketing, communications, or a related field.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">1-3 years of experience in customer service, customer management, or a similar role.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Proven track record of managing customer relationships effectively.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Familiarity with CRM software and customer management tools.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Strong understanding of customer service principles and best practices.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Excellent verbal and written communication skills.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Ability to analyze customer data and derive actionable insights.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Experience in resolving conflicts and managing difficult customer interactions.</span></span></span></li> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Proficiency in Microsoft Office Suite and data analysis tools.</span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Leadership Behaviors</H2> </div><div><div>Building Outstanding Teams</div><div>Collaborate & break silos</div><div>Execution & Accountability</div><div>External focus</div><div>Growth mindset</div><div>Inclusion</div><div>Innovation</div><div>Setting a clear direction</div><div>Simplification</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Skills</H2> </div><div><div>Adaptability</div><div>Analytical Skills</div><div>Attention To Details</div><div>Communication Skills</div><div>Conflict Resolution</div><div>Customer Centric</div><div>Customer Relationship Management</div><div>Data Analytics</div><div>Language Proficiency</div><div>Problem Solving</div><div>Team Collaboration</div><div>Technical Proficiency</div><div>Time Management</div></div></div></div>