Customer Care Relationship Manager Job Vacancy in Saudi Arabia
BAT is evolving at pace - truly like no other organization. To achieve the ambition we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!
WHAT YOU WILL BE ACCOUNTABLE FOR
Be the relationship manager with UCC, leading on contract revisions, and raising of the necessary purchase order(s), reverting to BAT SLT as needed.
Identify opportunities to continuously drive operational efficiency in the delivery of customer care whilst continually improving the customer experience.
Lead the development and deployment of customer reviews / satisfaction feedback and contribute to evolving the NPS requirements.
Management of internal BAT relationships on behalf of the Customer Care function.
Resolving customer complaints quickly and efficiently.
Management of external relationships, including BPO(s).
Accurate reporting of Customer Care performance.
Accurate reporting of customer contacts.
Research, analysis, and presentation of contact reasons.
Monitor customer metrics and identify/implement improvements.
Proficient and compliant to internal processes and policies.
Team management and development.
Business sales / revenue / churn targets.
Actively and consistently demonstrate applicable BAT Culture initiatives and commitments.
Some minimal travel may be necessary to support the business client relationship and/or Closing Team training.