Job Title
Customer Relationship Officer (CRO)
Job Summary
The Customer Relationship Officer is responsible for building and maintaining strong relationships with customers to ensure high levels of satisfaction, loyalty, and retention. The role involves addressing customer inquiries, resolving complaints, promoting products and services, and identifying opportunities to enhance the customer experience.
Key Responsibilities
- Build and maintain positive relationships with new and existing customers.
- Respond promptly to customer inquiries via phone, email, chat, or in person.
- Resolve customer complaints efficiently and professionally.
- Understand customer needs and recommend appropriate products or services.
- Maintain accurate customer records in the CRM system.
- Follow up with customers to ensure satisfaction and resolve outstanding issues.
- Coordinate with internal teams to ensure timely delivery of products and services.
- Identify opportunities to upsell or cross-sell products and services.
- Collect customer feedback and share insights for service improvement.
- Ensure compliance with company policies and service standards.
- Prepare customer service reports and maintain documentation.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- 1–3 years of experience in customer service, relationship management, or sales (fresh graduates may be considered for entry-level roles).
- Proficiency in Microsoft Office and CRM software.
- Strong communication and interpersonal skills.
Required Skills
- Customer service orientation
- Relationship-building skills
- Problem-solving and conflict resolution
- Time management and organizational skills
- Active listening
- Negotiation and persuasion
- Attention to detail
- Teamwork and collaboration
- Basic computer and CRM proficiency
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Customer retention rate
- First Response Time (FRT)
- Complaint resolution time
- First Contact Resolution (FCR)
- Customer feedback ratings
- Upselling and cross-selling performance
- Customer follow-up completion rate
- CRM data accuracy
Reporting Structure
- Works with: Sales, Marketing, Operations and Customer Support teams
Preferred Attributes
- Positive attitude and customer-first mindset
- Professional appearance and conduct
- Ability to work under pressure
- Adaptability and willingness to learn
- Strong ethical standards and confidentiality
Pay: ₹15,000.00 - ₹22,000.00 per month
Work Location: In person
