Customer Relationship Officer

Job Title: Customer Relationship Officer (CRO) Company: Unicon Solutions Location: Porur, Chennai Job Type: Full-Time (Backend / Operations)

About Us Unicon Solutions is a premium, multi-brand technology repair center specializing in high-end device services. We pride ourselves on precision, technical expertise, and exceptional service standards.

Role Overview We are seeking a dedicated backend coordinator to manage our remote customer service operations. As the primary Single Point of Contact (SPOC), you will be the central link between our customers and our technical service team. Your main goal is to ensure every repair job across our branches meets our strict Service Level Agreements (SLAs). Note: This is a backend coordination role without in-person/walk-in customer management.

Key Responsibilities

• SLA Management: Monitor and track active service jobs across all store locations to ensure on-time repair completion.
• Internal Coordination: Follow up directly with the technical and service teams to get accurate status updates on pending, delayed, or high-priority repairs.
• Proactive Communication: Update customers promptly via calls, WhatsApp, or email regarding diagnostic findings, cost estimates, and delivery timelines.
• Feedback Collection: Reach out to clients post-delivery to gather feedback and measure customer satisfaction.
• Issue Resolution: Handle service-related customer queries and resolve remote escalations with empathy and professionalism.

Requirements

• Strong verbal and written communication skills (fluency in English and Tamil is required to effectively support our local customer base).
• Highly organised, process-driven, and focused on meeting deadlines.
• Ability to firmly yet professionally coordinate with technical staff to drive results.
• Excellent multitasking skills to manage repair tickets from multiple store locations simultaneously.
• Prior experience in customer support, operations, or SLA management is preferred.