Job Description

General Overview of the Role

The

Customer Relations Officer (CRO)

plays a key role in supporting branch operations and maintaining effective communication between students, internal teams, and management. This role includes managing daily operations, assisting with marketing activities, handling financial records, and providing administrative support to ensure smooth branch functioning. The CRO will also assist in lead generation and student onboarding processes.

Key Responsibilities

1. Accounts & Financial Handling

Maintain and reconcile daily financial transactions, including fee collections, refunds, and petty cash. Track monthly expenses and prepare detailed expense reports for management review. Assist in budgeting and ensure branch operations stay within allocated financial limits. Coordinate with the accounts team for timely invoice preparation and record maintenance.

2. Daily Registration & Records Management

Update student registration and admission details accurately in the internal database. Maintain proper documentation of student interactions, applications, and follow-ups. Generate daily, weekly, and monthly reports on registrations and admissions. Ensure compliance with record-keeping standards and standard operating procedures (SOPs).

3. Social Media & Marketing Support

Help manage official social media accounts by creating, scheduling, and posting content. Monitor engagement and respond to basic queries or forward leads to the counselling team. Participate in promotional activities, including campaigns and video recordings. Coordinate with creative teams for marketing content creation and distribution.

4. Administrative Duties

Support daily branch operations, including scheduling appointments, meetings, and events. Manage office supplies and ensure the smooth functioning of office equipment. Assist in onboarding new staff with document verification and orientation. Maintain an organized filing system for both physical and digital records.

5. Lead Generation & Initial Communication

Make initial calls to prospective students to provide program information and answer queries. Identify potential leads and forward qualified leads to the counselling team for follow-up. Maintain follow-up logs and ensure timely communication with prospects. Support campaign-based lead generation by coordinating with marketing and sales teams.

6. CRM Handling & Front Office Management

Regularly update the CRM with lead follow-ups and ensure accurate, timely records. Oversee front office operations, including handling incoming calls, walk-ins, and visitors. Supervise and guide front office staff to maintain professionalism and efficient service. Coordinate with counselling, marketing, and operations teams for smooth communication. Review front office and CRM processes regularly to identify improvements.

7. Operations Support

Assist the operations team in maintaining smooth branch workflows. Monitor daily activities to ensure compliance with branch policies. Coordinate between departments for effective communication and timely task completion. Support in organizing branch events, workshops, and student activities.

8. Reporting & Coordination

Prepare reports on operations, leads, registrations, and expenses for management review. Collaborate with branch managers and team members to improve operational efficiency. Maintain proper documentation for audits and internal reviews. Act as a link between students, counsellors, and management to resolve issues effectively.

9. Customer Relationship Management & Support

Serve as the first point of contact for students, parents, and partners. Build and maintain positive relationships to enhance satisfaction and retention. Handle and resolve complaints promptly, escalating to management when required. Collect and share student feedback to help improve services and processes.

Skills & Qualifications

Qualifications

Bachelor's degree in any discipline; a background in Business Administration, Management, or Marketing or any related field.

Experience:

1-3 years of experience in customer relations, administrative, or operations roles. Prior experience in the education or study abroad sector is highly desirable. Excellent verbal and written communication skills to interact effectively with students, parents, and internal teams. Ability to handle inquiries and resolve issues professionally and diplomatically. Proficiency in MS Office (Word, Excel, PowerPoint) and basic accounting tools. Familiarity with social media platforms and digital marketing practices. Experience with CRM systems or student management software is a plus. Ability to manage multiple tasks simultaneously, including operations, admin, marketing, and financial tracking. Collaborative mindset to support team efforts and contribute to branch success Basic understanding of financial record-keeping, expense tracking, and reporting. Ability to maintain accurate documentation and support compliance with company policies. Flexible and adaptable to a dynamic work environment.
Job Type: Full-time

Experience:

Telecalling: 1 year (Preferred)
Language:

English, Malayalam (Preferred)
Work Location: In person