Customer Relations Manager

SUMMARY:
Somerset West: My client, an established supplier of superior tyre brands in South Africa is seeking a Customer Relations Manager to join its team.

POSITION INFO:
Purpose of the Role
To build and strengthen lasting customer relationships by ensuring an exceptional customer experience, leading the customer service team, resolving issues effectively and using customer insights to drive service improvements, loyalty and retention.

Key Responsibilities

• Develop and maintain strong customer relationships to enhance brand loyalty
• Oversee customer service operations to ensure high levels of satisfaction
• Implement customer engagement strategies to improve retention
• Handle customer complaints and resolve issues effectively
• Analyse customer feedback and provide insights for service improvements
• Collaborate with sales and marketing teams to enhance the customer experience
• Monitor industry trends and competitor activities to stay competitive
• Ensure compliance with company policies and industry regulations
• Lead and mentor customer service representatives to uphold service standards
• Manage CRM systems to optimize customer interactions and data tracking

• A relevant qualification in business, marketing, or a related field would be beneficial
• Proven experience in customer relations or a similar role
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Ability to handle high-pressure situations with professionalism
• Strategic thinking with a customer-centric approach
• A very high level of English proficiency
• A very good level of business Afrikaans proficiency
• Proficiency in CRM software and customer service tools
• Strong analytical skills to assess customer feedback and drive improvements
• Knowledge of the tyre industry would be an advantage