We are looking for a customer-focused and organized Back Office Customer Relationship Officer to manage customer communications, booking-related coordination, documentation, follow-ups, and post-sales customer support. The candidate will work closely with the front office, reservation, sales, and operations teams to ensure a smooth customer experience.
Key Responsibilities
- Handle customer calls, WhatsApp messages, emails, and other customer queries.
- Maintain regular communication with existing and prospective customers.
- Make follow-up calls regarding enquiries, bookings, payments, and customer requirements.
- Maintain accurate customer databases and records.
- Update customer information, booking details, payment status, and service requests.
- Coordinate with the reservation and resort teams for customer requirements.
- Assist customers with booking-related queries and changes.
- Follow up with customers before and after their holidays/stays.
- Handle customer complaints professionally and coordinate for timely resolution.
- Maintain daily call and follow-up reports.
- Generate leads from existing customers through referrals and repeat business.
- Inform customers about available holiday packages, resort facilities, offers, and services.
- Support the sales team with customer information and follow-ups.
- Ensure proper documentation and timely updating of CRM/Excel records.
- Maintain confidentiality and accuracy of customer information.
Required Skills
- Excellent communication skills in English, Hindi as well as Bangali.
- Good telephone etiquette and customer-handling skills.
- Knowledge of Advance MS office, WhatsApp, and email.
- Good follow-up and coordination skills.
- Ability to maintain records accurately.
- Positive attitude and customer-service orientation.
- Ability to handle multiple customer requests.
- Prior experience in hospitality, travel, holiday packages, customer service, telecalling, or CRM will be an advantage.
Key Performance Indicators (KPIs)
- Number of customer follow-ups completed.
- Customer response and satisfaction.
- Timely resolution of customer queries.
- Accuracy of customer and booking records.
- Repeat customer engagement.
- Lead conversion/support to sales.
- Daily reporting and follow-up discipline.
Compensation
₹15,000 – ₹20,000 per month, depending on experience, communication skills, and relevant industry exposure.
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
