Customer Relations Officer

We are looking for a proactive and customer-focused Customer Relationship Manager to manage customer interactions, handle escalations, coordinate service operations, and ensure high customer satisfaction. The role involves close coordination with technicians, follow-ups, and driving service-related sales initiatives.

• Key ResponsibilitiesHandle escalated customer complaints professionally and ensure timely resolution
• Book service appointments and coordinate schedules with customers and technicians
• Follow up with customers on service status, pending issues, and closures
• Track technician work, job completion, and service quality
• Coordinate internally to ensure on-time service delivery
• Make outbound calls for additional warranty coverage products
• Call customers to promote and book appliance cleaning appointments
• Collect CSAT and NPS feedback after service completion
• Maintain accurate records of customer interactions, service history, and feedback
• Act as a bridge between customers, technicians, and internal teams
• Ensure a positive customer experience and build long-term relationships
• Skills & RequirementsExcellent communication and interpersonal skills
• Strong problem-solving and conflict-handling abilities
• Experience in customer service, service coordination, or call center operations preferred
• Ability to multitask and manage high call volumes
• Basic computer knowledge (CRM systems, MS Excel, email)
• Understanding of home appliances or after-sales service is an added advantage
• Customer-first attitude with a focus on service quality