Nexa Relationship Manager Job Opening in Malappuram

Job Description: 1. Customer Engagement and Satisfaction: Serve as the primary point of contact for customers, addressing inquiries, concerns, and feedback promptly and professionally. Build and maintain strong relationships with key customers, understanding their needs, preferences, and challenges to ensure satisfaction and loyalty. Proactively identify opportunities to enhance customer experiences and exceed expectations through personalized interactions and solutions. 2. Issue Resolution and Conflict Management: Handle escalated customer issues and complaints effectively, investigating root causes and implementing appropriate solutions to achieve resolution. Act as a mediator between customers and internal departments, ensuring timely response and resolution of customer concerns while maintaining positive relationships. 3. Customer Feedback and Insights: Gather and analyze customer feedback, suggestions, and complaints to identify trends, areas for improvement, and opportunities for innovation. Communicate customer insights and recommendations to relevant stakeholders, including management, product development, and marketing teams, to drive continuous improvement and service excellence. 4. Customer Retention and Loyalty Programs: Develop and implement strategies to retain existing customers and foster long-term loyalty, such as loyalty programs, special promotions, and personalized offers. Monitor customer retention metrics and performance indicators, taking proactive measures to mitigate customer churn and increase customer lifetime value. 5. Cross-functional Collaboration: Collaborate closely with internal teams, including sales, marketing, operations, and finance, to ensure alignment and coordination of customer-related activities and initiatives. Provide feedback and insights to support the development of customer-centric products, services, and marketing campaigns. 6. Training and Development: Train and mentor customer-facing staff members on effective customer service techniques, complaint handling procedures, and relationship-building strategies. Conduct regular performance evaluations and provide coaching and feedback to team members to enhance their skills and competencies. 7. Reporting and Analysis: Prepare regular reports and analysis on customer satisfaction metrics, trends, and performance indicators for management review. Utilize data-driven insights to identify areas of improvement and make informed decisions to enhance customer relations and business outcomes. Requirements: Bachelor's degree in Business Administration, Marketing, or related field preferred. Proven experience in customer relations management, customer service, or a related role, preferably in the [industry/sector] industry. Excellent communication, interpersonal, and problem-solving skills, with a customer-centric mindset and a passion for delivering exceptional service. Strong leadership and team management abilities, with the capacity to motivate and inspire a customer-focused team. Proficiency in using CRM software, MS Office applications, and other customer relationship management tools. Benefits: Competitive salary and performance-based incentives Comprehensive benefits package, including health insurance and retirement savings plan Opportunities for professional growth and advancement within the organization Supportive work environment and collaborative culture focused on teamwork and excellence