Job Description – Customer Relationship Officer
Job Title: Customer Relationship Officer (CRO)
Department: Customer Experience / Sales
Reports To: Customer Relationship Manager / Branch Manager / Store Manager
Location: Velachery , Chennai
Job Summary
The Customer Relationship Officer is responsible for building and maintaining strong customer relationships by delivering exceptional service and ensuring a positive customer experience. The role involves handling customer inquiries, resolving concerns, supporting sales initiatives, managing customer records, and promoting customer loyalty to achieve business objectives.
Key ResponsibilitiesCustomer Relationship Management
- Build and maintain strong relationships with new and existing customers.
- Understand customer needs and provide appropriate product or service recommendations.
- Ensure a consistently positive customer experience across all touchpoints.
- Follow up with customers to ensure satisfaction and encourage repeat business.
Customer Service
- Handle customer inquiries, requests, and complaints in a timely and professional manner.
- Resolve customer issues by coordinating with relevant internal departments.
- Maintain high service standards and ensure prompt resolution of customer concerns.
- Escalate complex issues to the appropriate team when necessary.
Sales & Business Support
- Identify opportunities to cross-sell and upsell products or services.
- Support sales campaigns, promotions, and customer engagement initiatives.
- Achieve assigned sales and customer retention targets.
- Generate leads through customer interactions and referrals.
Customer Database Management
- Maintain accurate customer records in the CRM system.
- Update customer profiles, preferences, and interaction history.
- Prepare reports on customer feedback, service requests, and follow-up activities.
Customer Engagement
- Conduct follow-up calls and communications to strengthen customer relationships.
- Promote loyalty programs, membership benefits, and special offers.
- Collect customer feedback and recommend service improvements.
Compliance & Administration
- Ensure compliance with company policies and customer service standards.
- Maintain confidentiality of customer information.
- Complete required documentation and reports accurately and on time.
Qualifications
- Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
- 1–3 years of experience in customer service, customer relationship management, sales support, or front-office operations.
- Fresh graduates with strong communication skills may also be considered.
Skills & Competencies
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Customer-focused mindset with a problem-solving approach.
- Good negotiation and conflict resolution skills.
- Proficiency in MS Office and CRM software.
- Strong organizational and time management skills.
- Ability to multitask and work in a fast-paced environment.
- Positive attitude and professional appearance.
Key Performance Indicators (KPIs)
- Customer satisfaction (CSAT) scores.
- Customer retention and repeat business.
- Response and resolution turnaround time.
- Customer complaint resolution rate.
- Cross-selling and upselling performance.
- Lead conversion rate (where applicable).
- Accuracy of customer records and documentation.
Preferred Industry Experience
- Retail
- Banking and Financial Services
- Hospitality
- Healthcare
- Real Estate
- Telecommunications
- Insurance
- E-commerce
- Automotive
Compensation & Benefits
- Competitive salary.
- Performance-based incentives.
- Health insurance and statutory benefits.
- Paid leave.
- Training and career development opportunities.
- Employee engagement and recognition programs.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
