Closing Date: 10/10/2017
Company: Sudanese Tractor Co. Ltd.
Job Classification: junior-level (1-4 years)
Job Category: Customer Services
Location: Khartoum
Position summery:
To record and follow up customer concerns, complaints, and feedback to relevant Sutrac Department to ensure CCR (customer concern resolution), is carried out to customer satisfaction and to provide sales leads to Sales dept.
Main Duties & Responsibilities:
1. Maintain a reliable customer database including the capture and storage of customer, vendor, partner, and internal process information.
2. Capture and report customer habits and generate sales leads through marketing activities.
3. Capture, analyse and report customer feedback.
4. Work closely with other departments to follow up and resolve major customer concerns and complaints. This includes recording all communication between departments and customer.
5. Carry out customer satisfaction survey as Requested.
6. Participate in Sutrac campaigns by preparing the targeted customer list, telemarketing campaign, capturing customer feedback and reporting on satisfaction levels.
7. Submit CRM reports daily, weekly and monthly
8. Ensure customer satisfaction through the commitment to DAL group core values.
Minimum Qualification & Experience:
Qualifications:
University degree in a business/engineering discipline or relevant field (Required)
MBA (Desirable)
Experience:
2 Years in Heavy Equipment Industry (Desirable)
At least 1 year experience in Customer Relationship Management
Required Skills & Knowledge:
1. Customer Oriented
2. Effective Communication & Negotiation skills
3. Excellent follow-up skills
4. Time Management and Punctuality
5. Analytical Skills
6. Proficiency in MS Office
7. Dual Language (Arabic & English)
