Customer Relationship Manager

Role overview

This position focuses on managing customer relationships, maintaining service quality, and supporting account continuity through timely communication and issue handling. The role calls for a professional approach to customer interactions, strong coordination skills, and the ability to keep multiple priorities moving at once.

Core skills and capabilities

• Clear spoken and written communication
• Ability to build strong working relationships with customers
• Customer-first service mindset
• Skill in negotiation and handling disagreements constructively
• Working knowledge of MS Office tools, including Excel, Word, and PowerPoint
• Preference for candidates familiar with ERP or CRM platforms
• Strong time planning and multitasking ability
• Analytical thinking and practical problem-solving
• Professional communication style and presentation etiquette

Key performance indicators

• Customer satisfaction score (CSAT)
• Customer retention rate
• Turnaround time for responses and issue resolution
• On-time coordination of orders
• Rate of complaint closure
• Repeat business and account expansion