Customer Care Relationship Manager Job at British American Tobacco

Customer Care Relationship Manager Job at British American Tobacco… See details on how to apply for the opportunities available at British American Tobacco.

Descriptions;

Responsibilities:

• 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.

Minimum Educational Qualification:

• A bachelor or master’s degree in Business Administration, Computer science, Finance or Marketing or a related field.
• Specialized CRM certification with 3+ year’s hands-on experience with CRM configuration and administration
• Minimum 3 years experience of working in a fast-paced customer service environment with proven management skills.
• A confident communicator with excellent interpersonal skills and highly customer service-focused.
• Excellent attention to detail.
• Ability to read, analyzes, and interprets general business periodicals, or government regulations.
• At least one-year prior experience in a customer service/retail/sales role.
• Ability to write reports and business correspondence. Ability to speak effectively before groups of customers or employees of BAT.
• A self-starter with excellent problem solving, analytical, planning, and organizational skills with a focus on continuous improvement.
• Ability to work individually and collaboratively
• A proactive and customer-first attitude
• Be capable of managing an outsourced team as part of the overall customer care team.

How to Apply

Interested applicants should submit their CV and Cover Letter via the application form/button or our career email below: [email protected]

Only shortlisted applicants are contacted for the competency-based skills assessment and British American Tobacco virtual recruitment interview.

Application deadline: 8th February 2022.