Customer Relations Officer

Serves as a key point of contact for customers, ensuring their satisfaction by providing excellent service, resolving inquiries and issues, and building strong, lasting relationships with them. Core responsibilities include managing customer accounts, analyzing customer data to identify opportunities, and collaborating with internal teams to enhance the overall customer experience and drive loyalty and retention. 

Key Responsibilities

• Customer Service & Support: Provide excellent service, respond to customer inquiries and complaints, and resolve issues in a timely and professional manner. 
• Relationship Management: Build and maintain strong, long-term relationships by managing a portfolio of customers and acting as their primary point of contact. 
• Customer Feedback & Analysis: Gather customer feedback, conduct surveys, and analyze customer data to identify areas for improvement and inform retention strategies. 
• Problem Solving: Address customer needs, handle escalations, and provide appropriate solutions and recommendations. 
• Internal Collaboration: Work closely with sales, marketing, and other teams to ensure smooth customer handovers, develop customer retention initiatives, and enhance the customer journey. 
• Record Keeping: Maintain accurate customer records and databases. 

Key Skills & Qualifications

• Customer-Centricity: A passion for providing excellent customer service and understanding customer needs. 
• Communication Skills: Strong verbal and written communication skills to effectively interact with customers and internal teams. 
• Problem-Solving: Ability to analyze issues, identify solutions, and handle customer escalations. 
• Technical Proficiency: Familiarity with CRM software and other relevant customer relationship management tools. 
• Organization & Time Management: Ability to multitask, prioritize tasks, and manage a busy workload effectively. 
• Teamwork: The ability to work both independently and as part of a cross-functional team.