Customer Relationship Manager
1 month ago
Responsibilities
- Establish and manage the complaint and feedback mechanism for the project component by GEPaDC
- Receive complaints and feedback and respond to enquiries at the complaint desk at program sites.
- Build staff awareness and commitment to a complaint mechanism, ensuring that all SOPs and GEPaDC core values are respected.
- Refer program-specific complaints to MEAL Officer and SMT for follow-up.
- Build staff awareness and commitment to a complaint's mechanism.
- Ensuring that all SOPs and organizations/donors' core policies are respected.
- Ensure regular maintenance of complaints and feedback database/ information System and ensure information is shared on a regular basis.
- Carry out regular community feedback functions, ensuring that all SOPs and GEPaDC core policies are respected.
- Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences.
- Lodge all feedback, complaints, and response in the CFM database.
- Support to ensure complaints are closed within the appropriate timeframe including those reported from the GEPaDC toll-free line.
- Ensure the CFM database is forwarded to the MEAL officer on a monthly basis and important complaints from complaint desks and suggestion boxes are reported immediately.
- Provide accurate information related to the subject beneficiary matter and other related ongoing activities.
- Ensure accurate recording of all the data related to the beneficiary.
- Submit internal, and accurate reports to the concerned program focal person. The reports will be submitted weekly, or daily according to the urgency of the complaint; include monthly recommendations, if needed, to MEAL Coordinator and Senior Protection Officer as received.
- Accurately refer cases internally within the departments - with the support of the MEAL Officer- following the standard operating procedures set for the referral system within GEPaDC.
- Follow up and receive weekly feedback and case status progress related to the internal cases referred to the projects.
- Ensure all documents and actions taken are documented, and feedback is given back to the beneficiary.
- Regular field visits and work with Protection and GBV Officers in the collection of complaints and feedback to the complainants.
- Perform any other responsibility assigned by Line manager
Key Competencies
- Strong communication skills: oral, written and presentation skills.
- Should be a team player and culturally sensitive.
- Demonstrated proficiency in computer applications such as Ms Word, Excel, Email and utilization of the internet.
- Goal-oriented, organized team player.
- Creative problem solver who thrives when presented with a challenge.
- Extremely flexible and have the ability to cope with stressful situations.
- Commitment to and understanding of GEPaDC's aims, values,andprinciples
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