To ensure that a company’s customer service department runs smoothly and provides quality assistance, a customer relationship manager (Crm) is on hand to oversee the operations. This important position not only manages the group of customer service representatives but also deals directly with customers and company management.
Improving the customer service department is a key role of the Crm. By reviewing the department policies and procedures, they are expected to come up with ways to make things more efficient. The position holder is also in charge of interviewing, hiring and training new employees as well as providing performance reviews.
The Crm resolves complaints by the customer, answers their questions concerning the company and its services and products, and when needed, refers serious problems to upper management. A cool head and great people skills are essential to this job. An ability to lead others, remain organized under stressful situations and communicate both orally and in writing are important.
A four-year college degree is needed for this job, usually in management or the specific industry related to the company. Salaries for this job average at around C
$70,000 annually.