A Customer Assurance Manager encompasses all aspects of customer contact, including products, services, sales and complaints. Acting as facilitator between customers, suppliers and ourselves, they are trained in cross-functional roles and empowered to provide customers with assistance in all areas of the business.
The role of the Customer Assurance Manager is three-fold:
• To be the main contact for the customer in handling a question or problem, and to keep the customer updated with timely and frequent information about progress towards resolving the issue.
• To facilitate a resolution by bringing together the appropriate department heads.
• To implement a procedure that ensures the problem does not occur again, or recommends products or services to better meet customers' needs.