Enquiry Manager
Enquiry Manager
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Job Description
We are Hiring For Enquiry Manager
Company Profile:
Food Buddies is an industrys 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
Visit our website for more details.
Qualifications and Experience
- Bachelors/masters degree in marketing Business or a related field.
- 35 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
Excited to take the next step in your career
Send your updated resume to and lets build something great together!
Required Experience:
Manager
Employment Type
Full-Time
