Enquiry Manager

Job Description

We are Hiring For Enquiry Manager Company Profile: Food Buddies is an industry’s leading food consultancy firm propelled to its success by a young dynamic team. We give life and form to your concept and set it rolling. We make sure that your concept has high commercial values. Our motto is to make the idea and concept of every client a success by listening, analyzing and customizing the right solution to save precious time, money and energy. The Different verticals of our services are · Food Product development · Food Industry Implementation · Business Growth Strategy · Food Branding · Food legal Qualifications and Experience Bachelor's/master’s degree in marketing, Business, or a related field. 3–5 years of experience in Lead Generation. The ideal candidate will spearhead our lead generation strategies, optimize the process, and build a robust pipeline for our sales team. Roles and Responsibilities : Enquiry Processing Management · Direct oversight of all incoming customer/client enquiries across channels (email, phone, web forms, social media) · Establish and maintain standard operating procedures for enquiry handling · Develop response templates for common enquiry types to ensure consistency · Implement priority classification system for efficient enquiry routing · Set and monitor service level agreements (SLAs) for response times · Create escalation pathways for complex or sensitive enquiries Team Leadership · Manage a team of enquiry specialists/coordinators (typically 5-15 members) · Recruit, train, and develop team members for effective enquiry handling · Allocate workload based on enquiry volume, complexity, and team capacity · Conduct regular performance reviews and provide constructive feedback · Identify skill gaps and implement targeted training programs · Foster a customer-centric culture within the enquiry management team Quality Assurance · Develop quality standards for enquiry responses across all channels · Implement regular monitoring through call/email reviews and evaluations · Conduct calibration sessions to ensure consistent handling approaches · Provide real-time coaching for improvement opportunities · Track quality metrics such as first contact resolution and accuracy · Gather and analyze customer feedback on enquiry handling experience Operational Management Process Optimization · Analyze enquiry patterns to identify improvement opportunities · Streamline enquiry handling workflows for efficiency and effectiveness · Implement automation where appropriate for routine enquiries · Develop knowledge management systems for quick information access · Regularly review and update enquiry handling procedures · Identify bottlenecks in the enquiry resolution process Technology Management · Oversee enquiry management software and ticketing systems · Ensure proper utilization of CRM systems for enquiry tracking · Implement and maintain self-service solutions where appropriate · Collaborate with IT on system enhancements and integrations · Evaluate new technologies to improve enquiry management capabilities · Generate and analyze reports from enquiry management systems Resource Planning · Forecast enquiry volumes based on historical data and business activities · Schedule appropriate staffing levels to meet expected demand · Manage contingency planning for unexpected volume spikes · Balance resource allocation across different enquiry channels · Identify peak periods and implement strategies to manage high volumes · Optimize resource utilization through workflow management Strategic Responsibilities Data Analysis & Reporting · Develop comprehensive reporting on enquiry metrics and trends · Analyse root causes of common enquiries to address underlying issues · Present performance insights to senior management · Track key performance indicators such as resolution time and backlog · Identify patterns and trends that may impact other areas of the business · Develop actionable recommendations based on enquiry data Cross-Functional Collaboration · Coordinate with product/service teams to address product-related enquiries · Liaise with marketing department regarding campaign-generated enquiries · Work with sales teams to convert information-seeking enquiries to opportunities · Collaborate with operations to resolve service or delivery-related queries · Partner with compliance/legal on sensitive or regulated enquiry matters · Provide feedback to relevant departments based on customer enquiries Customer Experience Enhancement · Identify opportunities to improve overall customer experience · Develop proactive communication strategies to reduce avoidable enquiries · Enhance self-service options to empower customers · Implement customer satisfaction surveys specific to enquiry handling · Analyze customer journey touchpoints related to enquiry generation · Recommend improvements to reduce enquiry volumes while maintaining satisfaction Specialized Functions Complaint Management · Oversee escalated complaints within the enquiry management function · Develop effective resolution strategies for complex complaints · Monitor regulatory compliance in complaint handling · Track complaint metrics and identify systemic issues · Implement service recovery protocols following complaints · Conduct root cause analysis to prevent recurring complaints Knowledge Management · Develop and maintain comprehensive knowledge base for enquiry handling · Ensure regular updates to response templates and information resources · Coordinate with subject matter experts to verify technical information · Implement version control for all enquiry handling documents · Train team on knowledge management tools and resources · Measure and optimize knowledge base effectiveness Business Continuity · Develop contingency plans for managing enquiries during disruptions · Implement remote working capabilities for enquiry handling teams · Create backup procedures for system outages · Establish communication protocols during crisis situations · Conduct regular testing of business continuity plans Show more Show less