Customer Relations Manager

About the role

Carthage Insight Industries is looking for an experienced Customer Relations Manager in Tunis to lead client engagement and service delivery across its industrial operations. The role builds strong, lasting customer relationships, ensures high satisfaction and resolves service issues arising from orders, production and delivery.

Key responsibilities

• Serve as the main escalation point for key client accounts and resolve service issues promptly
• Build and maintain customer relationships to drive retention, loyalty and repeat business
• Monitor SLAs, order commitments and delivery schedules, working with production, quality and logistics teams
• Lead and manage a team of customer service and client relations representatives, setting goals and coaching them
• Analyse customer feedback, complaints and warranty or quality claims to improve products and services
• Develop and implement customer relationship management strategies and processes
• Coordinate with sales, technical and operations teams for a seamless client experience from inquiry to after-sales support
• Prepare regular reports on customer satisfaction, retention and service performance for senior management
• Manage and optimise CRM systems to track client interactions, orders and account history
• Lead client review meetings and handle escalated or high-value client disputes professionally