Tirane, ofroj vend pune Menaxher i Marrëdhënies me Klientin
Customer Relationship Manager
| About us | Kredo Finance is a Financial Institution providing a scope of financial services, including payday and consumer loans operating in emerging markets. Based on the proven experience in the industry and head office in Tirana the company aims to offer consumer finance and microfinance services to private individuals with the most convenient borrowing process for the customer. Our team consists of financial, IT, and customer care professionals who are experts in their field. We are inviting ambitious professionals to apply for the position of Customer Relationship Manager. |
| Mission | We are looking for an experienced Customer Relationship Manager to be responsible for managing of all customer communication channels. The Customer Relationship Manager will constantly identify opportunities to grow the customer base and be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction. He should also Identify the best tools and ways that ensure the improvement of data quality and process efficiency in any data system used in this unit. |
| Outcomes to succeed: | √ Within first 4 weeks of employment become well acquainted with company’s products and processes, all involved Customer Relationship teams as well as fully understand the call center platform in place. √ Starting from second month of employment – fully participate in all team meetings and executing all daily task individually. √ Starting from third month of employment – become the sole responsible on client communication channels and in call center platform. √ Regular activities to be covered within the scope of work for Your position are preparation and management of staff shifts and task distribution, conducting and analyzing customer satisfaction surveys, monitoring on daily, monthly basis not only key performance indicators of unit but also effectiveness. Collaborate with internal teams (e.g., sales, MIS, senior management) to address customers’ needs and follow up on them. |
| Competencies: Main Requirements | √ Excellent analytical skills √ Excellent command of written and spoken English. √ A customer-oriented attitude √ Ability to communicate data results and related conclusions effectively to staff from multiple departments. √ Team-player with excellent initiative and self-motivation. √ Great organizational and problem-solving skills. √ Ability to accept and follow direction; navigate through ambiguity; manage and coordinate multiple assignments simultaneously in a fast-paced & deadline-driven environment. √ Ability to work under pressure. √ Willingness to accept ownership and accountability of the process. √ Ability to quickly learn complex business process and terminology. √ Degree in Business administration is highly desirable. √ At least 2 years of proven track record as Customer Relationship Manager or Call Center Team Leader. √ Experience in Finance field is desired but not mandatory. √ Experience with Project Management tools. √ Experience with call centre platforms, reports, and daily tasks, √ Experience with VCC and Asana will be considered an advantage. |