Customer Relationship Officer
Havana Group of Companies
Customer Service & Support
Job Summary
The Customer Relationship Officer will be responsible for managing and maintaining strong relationships with customers to enhance satisfaction, improve retention, and ensure a positive experience with the company. This role involves responding to inquiries, addressing concerns, and working closely with various departments to meet customer needs.
- Minimum Qualification : Degree
- Experience Level : Entry level
- Experience Length : 1 year
- Working Hours : Full Time
Job Description/Requirements
Customer Engagement & Support:
- Act as the primary point of contact for customers, handling inquiries and concerns through calls, emails, and in-person interactions.
- Ensure timely resolution of customer complaints and escalate unresolved issues when necessary.
- Provide accurate information about company products, services, and policies.
Relationship Management:
- Build and maintain strong relationships with both new and existing customers.
- Identify customer needs and provide solutions to enhance satisfaction.
- Follow up with clients to ensure their concerns are addressed and they remain engaged with the company.
Service Improvement & Feedback Management:
- Gather and analyze customer feedback to identify trends and areas for improvement.
- Work with internal teams to improve customer experience based on feedback.
- Recommend process enhancements to boost customer satisfaction and retention.
Sales & Business Support:
- Collaborate with the sales and marketing teams to support customer acquisition and retention strategies.
- Promote company offerings and upsell products or services where applicable.
- Assist in onboarding new customers and ensuring a smooth transition.
Crisis Management & Conflict Resolution:
- Handle difficult customer interactions with professionalism and problem-solving skills.
- Follow company protocols for managing disputes and escalating serious issues.
- Ensure a positive resolution that aligns with company policies.
Administrative & Reporting Duties:
- Maintain and update customer records in the company database.
- Prepare regular reports on customer interactions, satisfaction levels, and service improvements.
- Ensure compliance with company policies and industry regulations.
Requirements:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Proven experience in customer service, sales, or client relations.
- Excellent verbal and written communication skills for handling calls and emails.
- Strong problem-solving and conflict-resolution abilities.
- Ability to multitask and work in a fast-paced environment.
- Proficiency in CRM software, Microsoft Office, and customer service tools.
- Knowledge of customer service best practices and industry trends.
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