Client Relationship Manager

Posted 4 weeks ago

Job Description

Industry: Healthcare
Location: Victoria Island, Lagos

We are looking for a Relationship Manager to build and preserve trusting relationships with our customers.
This role requires an excellent communicator, able to build and sustain a relationship with our customers.

Open and maintain customer accounts by recording account information
Consult with the project manager and management to develop meaningful ways to resolve customers’ concerns, especially with regard to larger revenue customers
Resolve customer inquiries by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Update company database, recording each customer inquiry and response and provide products by collecting customer information and analyzing customer needs
Track customer satisfaction levels and assist in determining ways to improve customer service, especially when dealing with upset customers

Customer Service: Ensure all Customers are attended to and provided adequate knowledge of the service in the first attempt to ensure continuous process improvement and raise our customers service standards.
Reporting: Accurately generate and share designated reports as per schedule and ensure that 1 more team member is trained on the same report(s) in case of absence.
Call Abandoned Rate: Achieve an average monthly abandoned rate of 4% or below to ensure that customer interactions are maximized.
Call Quality: Achieve an average call quality score of 85% or above to ensure a consistent level of service is provided at each customer interaction.

Candidates should possess a Bachelor’s Degree (a Masters degree is most preferred)
Minimum of 3years work experience as a relationship manager in healthcare or IT SaaS sector
Experience in sales or customer service is preferred
Problem-solving attitude
Excellent communication skills
Knowledge of CRM tools (Hubspot etc)
Strong problem-solving skills
Teamwork and leadership skills
Customer-oriented mindset
Computer savvy

Method of Application
Interested candidates should send their CV to: [email protected] with “Relationships Manager” as the title