Customer Relations Officer (225-731)

A Customer Relations Officer is a vital part of any organization's front line, responsible for nurturing customer relationships and ensuring a positive customer experience. This role involves interacting with customers directly, addressing their queries, resolving complaints, and providing information regarding the company’s products or services. A skilled Customer Relations Officer boosts customer satisfaction, retention, and brand loyalty by delivering excellent service and support. They act as mediators between the customer and the company, ensuring that the customer's voice is heard and their issues are addressed promptly. They also gather customer feedback, which helps in improving service strategies and enhancing product offerings to meet customer needs better. This role requires excellent communication skills, patience, empathy, and a problem-solving attitude to handle diverse customer-related tasks effectively.

Responsibilities

• Respond promptly to customer inquiries and provide comprehensive information.
• Resolve product or service complaints efficiently and to the customer’s satisfaction.
• Maintain a detailed record of customer interactions and transactions.
• Communicate and coordinate with internal departments to meet customer needs.
• Provide feedback based on customer interactions to improve products or services.
• Identify and assess customers' needs to achieve satisfaction and retention.
• Build sustainable relationships of trust through open and interactive communication.
• Assist in creating customer relationships management strategies and initiatives.
• Keep informed about the company's products, services, and policies for accurate information dissemination.
• Conduct follow-up communications with customers to ensure all concerns are addressed.
• Identify trends and suggest system improvements to enhance the customer experience.
• Manage a high volume of customer calls, emails, and other communications.

Requirements

• Proven customer support experience with exceptional communication skills.
• A high school diploma or equivalent; a bachelor's degree is advantageous.
• Strong phone contact handling skills and active listening abilities.
• Customer orientation and ability to adapt/respond to different types of characters.
• Proficiency in using customer relationship management (CRM) software or databases.
• Excellent problem-solving and negotiation skills to mediate customer issues.
• Ability work independently and as part of a team to manage tasks efficiently.