Job Description: Customer Relationship Officer (Retail)
Position Title: Customer Relationship Officer (CRO)
Department: Customer Experience / Retail Operations
Reporting To: Store Manager / Customer Experience Manager
Location: Pune , Pimpale chinchwad
Experience: 0 –5 years in Retail, Customer Service or Sales
Role Summary
The Customer Relationship Officer (CRO) is responsible for building and maintaining strong relationships with customers, ensuring an exceptional shopping experience, handling customer inquiries and complaints, and driving customer loyalty and retention. The role acts as a bridge between customers and the retail business to enhance satisfaction, repeat business, and brand advocacy.
Key ResponsibilitiesCustomer Service & Relationship Management
- Greet and assist customers in a professional and friendly manner.
- Build long-term relationships with customers through personalized service.
- Understand customer needs and provide suitable product or service recommendations.
- Ensure a positive customer experience throughout the shopping journey.
Customer Engagement & Loyalty Programs
- Promote and enroll customers in loyalty and membership programs.
- Maintain customer databases and update customer profiles.
- Conduct follow-ups with customers regarding purchases, feedback, and promotions.
- Encourage repeat visits and customer retention initiatives.
Complaint Resolution
- Address customer complaints, concerns, and escalations promptly.
- Coordinate with store teams to resolve customer issues effectively.
- Ensure customer grievances are handled within defined service standards.
- Track and report recurring customer issues to management.
Sales Support
- Support store sales teams in achieving customer satisfaction goals.
- Assist in upselling and cross-selling products where appropriate.
- Inform customers about ongoing promotions, offers, and new arrivals.
- Contribute to achieving store revenue and customer retention targets.
Customer Feedback & Reporting
- Collect customer feedback through surveys and interactions.
- Analyze customer concerns and suggest service improvements.
- Prepare periodic reports on customer satisfaction, complaints, and retention metrics.
- Monitor customer engagement and loyalty program performance.
Coordination & Communication
- Collaborate with sales, operations, and merchandising teams.
- Ensure customer requests are communicated and followed through.
- Support store events, product launches, and customer engagement activities.
Required Qualifications
- Bachelor's degree in Business, Retail Management, Marketing, or related field (preferred).
- 1–5 years of experience in retail customer service, customer relations, or front-office operations.
- Experience handling customer complaints and service recovery.
- Familiarity with CRM systems and customer databases is an advantage.
Key Skills
- Customer Relationship Management
- Communication and Interpersonal Skills
- Problem Solving and Conflict Resolution
- Customer Service Excellence
- Sales and Upselling Techniques
- CRM Software Knowledge
- Teamwork and Collaboration
- Time Management
- Attention to Detail
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Customer Retention Rate
- Loyalty Program Enrollments
- Complaint Resolution Time
- Repeat Customer Rate
- Customer Feedback Ratings
- Upselling/Cross-selling Contribution
- Service Quality Compliance.
Pay: ₹18,000.00 - ₹21,000.00 per month
Benefits:
- Health insurance
- Life insurance
- Provident Fund
Work Location: In person
