Head of Customer Relation & Call Center - Kabul

Location: Kabul, Afghanistan

Achieving customer satisfaction is an important task for organizations that provide goods or services. The head of customer services is a key strategic role developed to create effective processes that help businesses to deliver high-quality outcomes for customers.  the duty is to facilitate the delivery of excellent customer service processes throughout the organization, ensuring everybody is meeting standards and maintaining customer satisfaction above and beyond expectations 

Job Description

Who is Customer Relation Manager?

A Customer relationship manager are skilled communicator who promote brands by cultivating lasting relationships with key customers. They implement policies to retain customers, gain new ones and ensure their satisfaction with the organization. By understanding the relevance of customer relationship managers in fostering customer allegiance to an organization’s brand. In other words, Customer relationship managers build trusting relationships with clients and protect the brand by maintaining a positive image

A Customer Relations Manager is also responsible for observing progress adjacent to a set of standard and metrics. They also develop sales plans, collect past due payments, handle retailer problems, issue client refunds and relay internal information to upper management and search techniques to improve service.

Customer Relations Manager Responsibilities and Duties

• Ensure outstanding customer satisfaction by maintaining strong working relationships.
• Guide and lead team members to deliver products/services that meet or exceed the customer requirements.
• Handle client issues throughout the implementation life cycle in a timely and accurate function.
• Manage and train resources to ensure quality and consistency of service to customers.
• Schedule and conduct status meetings with appropriate development resources and customers.
• Provide proper service and compensation to affected customers on time.
• Assist call center staff, sales, ticketing offices manager and staff, marketing and corporate team in business acquisitions, planning, retention and management.
• Maintain complete and accurate customer correspondence data.
• Assist in making major business decisions.
• Develop and update client related reports.
• Managing client relationships to build a reputation for excellent service and generate repeat business.
• Negotiate and manage agreements through business contract process.
• Identify and develop problem solving methodologies to resolve customer issues.

Build the Call Center

1. Estimate call volumes and call volume ramp up over initial months of operation 
2. Establish call center hours of operation 
3. Estimate call center size and staffing requirements by using a call center calculator 
4. Model the organizational structure of the call center, for now and in the future 
5. Map layout of call center, including furniture requirements 
6. Obtain appropriate hardware and software to enhance call center capabilities 
7. Perform user acceptance testing 
8. Create a disaster recovery plan
9. Hire, train, prepare and motivate their staff members to provide excellent service to customers.
10. Analyze call center metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.
11. Develop objectives for the call center’s day-to-day activities
12. Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
13. View customer’s contact and enquiry history 
14. Obtain status of all escalated enquiries/transactions.
15. Provide insight into your customers’ behavior.
16. Manage marketing campaigns
17. Route new leads to salespeople for immediate follow-up
18. Create a Disaster Recovery Plan
19. Identify a location and back-up strategy that can be used if the call center is inoperative for any reason.
20. Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
21. Assume responsibility of budgeting and tracking expenses
22. Monitor and improve ordering, telephone handling and other procedures
23. Evaluate performance with key metrics (accuracy, call-waiting time etc.)
24. Prepare reports for different departments or upper management

Establish Hours of Operation

• When building a new call center, best practice is to start with reasonable hours that will meet customer needs, and then build to 24/7 if there is demand 
• Use report logs to determine whether additional hours are required 
• Also talk to other call centers in the area to determine their hours and peak call times it is suggested that opening hours for a new call center be from 6:00 to 21:00. Three staggered shifts are recommended to cover peak time traffic hours around meal times. This approach maximizes the staff available at lunch and dinner hours 
• 6:00 to 15:00 
• 10:30 to 19:30 
• 12:00 to 21:00; once operational, ascert