Workflow Co-Ordinator - CRM Team

About the role

Media24's Subscription Contact Centre is looking for a Workflow Co-Ordinator to report to the Customer Support and Subscription Services Manager. The role manages the day-to-day workflow and scheduling of the CRM team, ensures client records are accurate, escalates queries and helps manage churn, while also supporting the Head of CRM.

Key responsibilities

• Forward all customer queries received by the CRM team to the relevant area and ensure they are resolved within agreed time frames.
• Keep management updated on the status of escalated queries and the actions taken.
• Keep client records accurate and up to date, including notes on every interaction and uploading of new signed contracts.
• Carry out random audits and spot checks of information on the system.
• Inform relevant departments of cancellations and downgrades so subscriptions are cancelled on the correct date and billings are correct.
• Look for up-sell opportunities within the client base and manage churn by running exit interviews with clients who cancel.
• Manage information flow with internal teams (content, development, product and sales) and give feedback on product development.
• Apply annual increases and inform clients within the specified time period.
• Stand in for the Head of CRM when unavailable, train and coach the CRM team, run larger client training sessions and keep customers informed of downtime or service interruptions.
• Organise workload to meet deadlines, schedule tasks by priority and date, research information, compile statistics and provide technical support through production work and database queries.

Required profile

• Relevant tertiary business qualification and/or financial or investment-related qualification.
• At least 5 years' experience in customer relationship management or account management.
• Minimum of 3 years' experience in the financial or investment industry.
• Training experience.
• Valid driver's licence.

Required skills

• Sound knowledge of CRM principles.
• Proficiency in relevant software packages and applications.
• Excellent verbal and written communication, strong customer focus, attention to detail, pressure resilience and problem-solving.