Customer Relations Manager

Hiring: CRT Customer Relations Manager

Experience: 6+ years
Role: Customer Relations Manager / Technical Escalation Support

Job Summary:
We are looking for an experienced Customer Relations Manager to handle complex customer escalations, resolve technical issues, and ensure a seamless customer experience. The role involves troubleshooting hardware/software issues, managing critical service requests, performing root-cause analysis, and coordinating with internal teams for effective resolution.

Key Responsibilities:

• Handle complex customer escalations and technical issues independently.
• Troubleshoot hardware and software-related problems.
• Manage service requests and provide timely customer resolutions.
• Perform Root Cause Analysis (RCA) for recurring issues and outages.
• Build and maintain strong customer relationships.
• Coordinate with cross-functional teams on critical issues.
• Identify process and quality improvement opportunities.
• Mentor and guide junior team members.
• Maintain accurate case records and follow established processes.

Required Skills:

• Excellent verbal and written communication.
• Strong customer handling and negotiation skills.
• Technical troubleshooting knowledge.
• Hardware, software, and peripheral device knowledge.
• Experience in remote/phone support and case management.
• Strong analytical and problem-solving abilities.
• Working knowledge of MS Excel and PowerPoint.

Education: Graduate preferred

Preferred Profile: Candidates from Technical Support, Escalation Management, Customer Support, Remote Support, Technical Account Management, or similar backgrounds.

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