About Us:
Keda Zambia Ceramic is a leading manufacturer and supplier of high-quality ceramic products in Zambia. We are committed to delivering exceptional value to our customers through innovative solutions and outstanding service. As we continue to grow, we are seeking a dedicated Customer Relation Management Specialist to join our team and contribute to our success.

Role Overview:

We are looking for a highly motivated CRM Specialist to manage and optimize our CRM system in our branch office. The successful candidate will be responsible for ensuring the smooth operation of the CRM system, executing promotional activities, managing CRM team members, and coordinating resources to address customer issues. If you are a skilled professional with a strong understanding of CRM systems, business processes, and effective promotion strategies, we want to hear from you.

Key Responsibilities:

• Customer Interaction Management: Serve as the primary point of contact for customers, handling inquiries and resolving issues efficiently. Develop and maintain strong relationships with clients, understanding their needs and preferences.
• CRM System Management: Assist in the daily management and maintenance of the CRM system at our branch office, ensuring its smooth operation and reliability.
• Promotional Activities: Help execute promotional activities based on the CRM promotion plan developed by headquarters and the branch, ensuring successful implementation.
• Team Coordination: Support CRM team members by tracking and supervising task completion, ensuring effective team performance.
• Collaboration: Facilitate smooth communication and collaboration with headquarters and within the team to ensure information flows seamlessly.
• Reporting: Assist in generating regular CRM system usage reports, and report project progress and issues to the Supervisor.
• Customer Issue Resolution: Co-ordinate resources to address and resolve issues raised by customers in a timely manner.
• Travel Management: Assist in organizing and managing short-term business trips for team members as required by business needs.
• Feedback Analysis: Monitor and analyze customer feedback to identify trends and opportunities for improvement.
• Internal Collaboration: Collaborate with internal teams, including sales, product development, and support, to address customer needs and improve service delivery.
• Record Keeping: Provide timely and accurate information regarding products, services, and company policies. Maintain detailed records of customer interactions, transactions, and feedback.
• Customer Satisfaction: Conduct customer satisfaction surveys and follow-up to ensure continuous improvement.

1. Educational Background:

• A diploma or bachelor’s degree in business management, sales and marketing or any related field.

2. Technical Skills:

• Proficiency in CRM systems and Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong data management and data analysis skills, with the ability to understand and optimize data processes within the CRM system.

3. Business Understanding:

• In-depth understanding of the company’s business model and sales processes.
• Ability to integrate CRM systems with business requirements and devise effective promotion plans and execution strategies.
• Expertise in marketing, sales, and customer service domains.