Customer Relations Officer

**JOB DESCRIPTION**

**1.** **JOB DETAILS**

**Job Title**

Customer Relations Officer

**Job Group/Category**

“Level 4”

**Directorate**

Head Office

**Reporting To**

Business Head

**Reported By**

Customer Relations Executive

**2.** **ROLE SUMMARY**:
Customer Relationship Officer is an expert in customer service, the person shall be responsible for managing the executives in providing high-quality customer experience and thus establishing a strong customer relationship. The Person is responsible for efficiently handling and coordinating the after sales activities of the organization.

**REPORTING STRUCTURE**:
**General Manager - Business Head - Customer Relations Officer - Customer Relations Executive.**

**3.** **PRINCIPAL DUTIES & RESPONSIBILITIES**

**KEY RESULT AREA & KEY PERFORMANCE INDICATORS**

**Customer Engagement & Satisfaction**
- Customer relation calls/engagements.
- Periodical Issue management.
- Min. 95% random customer feedback
- No cases of false commitment
- Random direct customer feedback calls
- Sales and service query closure
- 100% service Follow-ups
- 100% commitment to clearing customer queries.

**Receivables Management**
- Ensuring & verification 0f on time calls
- Verification of collection target achievement by the team in coordination with the Finance & Accounts team.

**Customer Relationship**
- Verification of minimum 90% satisfaction levels.
- Verifying and ensuring good relationship with customers.
- 100% commitment towards query/complaint resolution from customer’s side.
- 100% adherence to organizational guidelines regarding complaints escalation.

**Reports & Review Meeting**
- Daily/weekly/monthly work status report to the reporting officer.
- Meeting participation as per the review meeting format.

**JOB RESPONSIBILITIES**

**AREAS & RESPONSIBILITIES**

**Customer Engagement & Satisfaction**
- Responsible for providing outstanding customer service to keep the customers loyal and obtain long-term business, make sure that the communication to the customers is clear and effective.
- Responsible for getting more than 95% customer satisfaction rate while doing random customer feedback analysis. If any issues occur, address it with the reporting officer.
- Responsible for getting references from customers as a sign of satisfaction and do the courtesy calls and update the status.
- Responsible for coordinating with multiple departments in order to find a solution for the customer’s issue.
- Responsible for ensuring the quality of customer interactions through proper monitoring and random checking of executive’s interaction with the customer.
- Making sure that no complaints are received from customer end and if happens, solve it within 2 days of time.
- Responsible to handle any escalations from the executives or from the customer side.
- Maintain good relationship with the customers & follow up with new customers to collect feedback from them.

**Receivables Management**
- Responsible for achieving the collection target through daily execution and follow ups.
- Responsible for reviewing the business orders randomly and make sure that the credit management in under controlled and no services are delivered for overdue customers.
- Responsible for assigning the executives with targets as decided by the organization from time to time.
- Verification of collection target achievement by the team in coordination with the Finance & Accounts team.
- Responsible for the verification and to ensure that the due collection periodically with the proper utilization of the team members and make sure that payment terms is strictly followed by the customers.

**Customer Relationship**
- Responsible for establishing and maintaining high customer satisfaction levels by effective and on-time query handling and establishing strong relationships.
- Responsible for 100% compliance to organization procedures in cases of customer escalations.

**Reports & Review meeting**
- Responsible to submit daily/weekly/monthly work status report to the management.
- Responsible to attend the review meetings as per the review meeting schedule of the organization.

**4.** **ANY OTHER TASKS**:

- Time to time tasks assigned by the reporting person
- Responsible to attend review meetings

**5.** **REQUIRED QUALIFICATIONS & COMPETENCIES**

**I.** **Preferred Knowledge/Education**
- Bachelor’s Degree.
- Knowledge of the Industry Standards and Practices
- Knowledge of Leadership Management

**II.** **Experience**
- Minimum 2 - 5 years’ experience in Customer Relations.
- Experience in Real Estate/Construction Industry is preferred.

**III.** **Skills required**
- Establishes business objectives and translates business objectives into action plans and results, experience leading and developing an effective team.
- Communication skills: Excellent communication skills, ability to communicate effectively at all levels of the organization,ability to effectively resolve conflict situations, and able to w