Customer relations manager
Application Deadline: 4 March 2019
How to apply: Email email@example.com with your CV/resume and brief cover letter or email introducing yourself with the subject line: Customer Relations Manager
Location: Nairobi, Kenya
Start Date: As soon As Possible
About the Company:
Turaco’s mission is to be there for our customers in their times of greatest need by providing them insurance and credit products designed to work for them. Turaco is a financial services start-up in East Africa that is bringing a new model to health and risk financing for emerging customers. Turaco offers on-demand health loans so customers can get care at our network of clinics or hospitals and pay back over time. It’s like insurance, without the monthly premiums.
Turaco is looking for a Customer Relations Manager to create and nurture long-term relationships with our customers. We are looking for someone who loves people and loves solving problems. In this role, you will resolve any issues that arise to ensure customers are satisfied with our services. As the first point of contact for all customer enquiries, you should be an excellent communicator who is able to grasp customer needs and brainstorm ways to fulfill them in a creative and efficient manner. Your goal will be to help us safeguard our revenue and retain our customers.
Key Roles & Responsibilities:
The Customer Relations Manager will be responsible for the following:
Building and maintaining relationships with clients and key personnel within customer companies.
Conducting client satisfaction reviews to ensure clients are satisfied with their products and services.
Analyzing and reporting customer insights and solution-oriented feedback to senior stakeholders and other departments.
Alerting the sales team to customer outreach opportunities for further sales or new offers for key clients.
Notifying customers about other products offered by Turaco.
Maintaining new client relationships and existing accounts by setting up and attending meetings.
Tracking and achieving client relationship targets and KPI’s.
Escalating and resolving areas of concern as raised by clients.
Monitoring company performance against service level agreements and flagging potential issues.
Liaising with internal departments to ensure client needs are fulfilled effectively and efficiently.
Creating plans to address clients’ business needs and providing advisory services that guarantee profitable processes for the client.
Studying competition to find new ways to enhance customer retention.
Key Qualifications & Your Profile:
BSc/BA in Business Administration, Marketing or a related field.
Strong interpersonal skills and an ability to build rapport with customers.
Hardworking with demonstrable examples of a strong work ethic.
Previous experience working as a client relationship manager or a track record of managing client relationships or sales experience.
Proficient in MS Office.
A customer-oriented attitude.
Excellent communication and negotiation skills.
Ability to work well with a team.
Experience managing teams of sales agents, a plus.
Live Turaco’s values – care and protect our customers, do the right thing for our customers, and have fun!
Remuneration & Benefits:
Turaco offers a competitive salary and benefits commensurate with experience.