Job Description

Job Title:

Customer Relationship Officer (CRO)

Location:

[JANGON]

Reports To:

Branch Manager

Position Type:

Full-Time

Job Overview:

The Customer Relationship Officer (CRO) is responsible for managing and nurturing customer relationships to ensure high levels of satisfaction and retention. The CRO serves as a liaison between the company and its customers, addressing customer inquiries, resolving issues, and promoting the company's products and services. The role involves understanding customer needs, improving their experience, and ensuring that the company's offerings meet or exceed customer expectations.

Key Responsibilities:

Customer Support and Service:

Act as the primary point of contact for customers, answering inquiries via phone, email, chat, or in-person. Provide timely, effective solutions to customer problems and issues, ensuring that all concerns are addressed with professionalism and courtesy. Handle customer complaints with empathy, patience, and an aim to resolve issues quickly and effectively.

Relationship Building and Retention:

Develop and maintain strong relationships with existing customers to promote customer loyalty and retention. Proactively engage with customers to understand their needs, concerns, and feedback on products and services. Identify opportunities to enhance the customer experience and improve customer satisfaction. Follow up with customers post-purchase to ensure satisfaction and build long-term relationships.

Product and Service Promotion:

Educate customers about the company's products and services, ensuring they are aware of features, benefits, and offerings. Upsell or cross-sell products based on customer needs and preferences, helping them maximize the value of the company's services. Assist customers in selecting the right products or services according to their requirements.

Customer Feedback and Improvement:

Gather and analyze customer feedback, providing insights to the management team to improve products, services, and processes. Track customer satisfaction through surveys, calls, and follow-ups. Assist in developing customer-focused policies and initiatives to enhance the overall experience.

Data Management and Reporting:

Maintain accurate records of customer interactions, transactions, comments, and complaints in the CRM system. Generate regular reports on customer feedback, service metrics, and issues raised, providing data-driven insights to management. Monitor customer account activity and flag potential issues for resolution.

Client Onboarding:

Guide new customers through the onboarding process, ensuring a smooth transition and a positive first experience. Explain company policies, terms, and conditions clearly to new clients, ensuring that they understand all aspects of their engagement with the company. Assist with setting up customer accounts or services, ensuring that all documentation and procedures are completed correctly.

Collaboration with Other Departments:

Collaborate with sales, marketing, and product teams to address customer needs and ensure a seamless customer journey. Work closely with the operations team to resolve service-related issues and improve product offerings. Coordinate with the technical support team when issues require specialized intervention.

Problem Solving and Escalation:

Resolve complex customer issues and escalate cases when necessary to the appropriate management level. Actively follow up on unresolved or escalated issues to ensure they are handled promptly and to the customer's satisfaction.

Compliance and Documentation:

Ensure all customer interactions are conducted in line with company policies, legal requirements, and industry standards. Properly document customer inquiries, feedback, and complaints, ensuring all relevant information is captured accurately. Follow privacy and data protection protocols while handling customer information.

Key Qualifications:

Education:

A minimum of a high school diploma or equivalent; a Bachelor's degree in Business, Marketing, Communications, or a related field is preferred.

Experience:

1-2 years of experience in customer service

Skills:

Excellent communication (both verbal and written) and interpersonal skills. Strong problem-solving and conflict resolution abilities. Ability to manage multiple tasks and prioritize effectively. Proficiency in customer relationship management (CRM) software and Microsoft Office Suite. Attention to detail and a customer-centric approach to service.

Languages:

Fluency in [TELUGU] is required (depending on customer base).

Working Conditions:

Standard office hours, with some flexibility depending on customer demand.

Benefits:

Competitive salary and performance bonuses. Health and wellness benefits. Paid time off and holidays. Opportunities for career growth and development in customer relationship management. Training programs for skill development and customer service excellence
Job Types: Full-time, Permanent, Fresher

Pay: ₹12,300.00 - ₹20,000.00 per year

Benefits:

Cell phone reimbursement Health insurance Life insurance Paid sick time Provident Fund
Work Location: In person