Customer Relations officer

Job Title: Customer Relations Officer

Work Schedule: 6 days a week (one rotational week-off, Sundays working, Shift between 8:00 AM - 10:00 PM, WFH on Saturdays and Sundays)

Job Summary:

The Customer Relations Officer will engage with customers through phone, email, and chat, resolving queries, recommending solutions, and guiding users on product features. The role also involves outbound outreach for lead generation, handling customer feedback, and ensuring a high level of customer satisfaction (CSAT) and conversion rates.

Key Responsibilities:

• Customer Engagement:
  
• Respond promptly to customer queries across multiple channels.
• Guide users through product features and report issues.
• Maintain internal databases and share feedback with relevant teams.
• Provide pre-sales and post-sales support, and follow up to ensure issue resolution.
• Outbound Outreach Program:
  
• Engage customers through outbound calls to identify leads and improve CSAT and conversion rates.
• Ensure accurate tagging, data enrichment, and compliance with hygiene metrics.

Required Skills & Qualifications:

• Education: Graduation
• Experience: 0-3 years relevant experience
• Skills:
• Strong learning ability, conflict management, and listening skills.
• Knowledge of Live Chat/WhatsApp channels and digital tools.

Performance Metrics:

• CSAT, Revenue, Conversion Rate
• Accurate Interaction Documentation
• Productivity

Interfaces:

• External: Customers
• Internal: Contact Center, Business Teams, CRM, Service, IT Teams