CUSTOMER RELATIONS OFFICER
Iiloilo City, Western Visayas, Philippines
Full Time
Mid Level
A Customer Relations Officer (CRO) is responsible for managing and nurturing relationships between a company and its customers. They act as a liaison, ensuring customer satisfaction by addressing inquiries, resolving issues, and providing guidance on products or services. The CRO helps maintain positive customer experiences by handling complaints, offering solutions, and ensuring that customers' needs are met in a timely and professional manner. They often use communication tools like phone, email, or live chat to interact with clients, and may also keep records of customer interactions to track trends and improve service delivery.
In addition to direct customer interaction, a Customer Relations Officer plays a key role in gathering customer feedback to help shape company policies, improve product offerings, and identify areas for improvement. They work closely with other departments, such as sales, marketing, and technical support, to ensure customer concerns are effectively addressed and to enhance the overall customer journey. Strong communication skills, problem-solving abilities, and a customer-focused attitude are essential for success in this role. CROs often contribute to customer retention strategies and may help in training and mentoring new staff to improve customer service standards within the organization.
MAIN RESPONSIBILITIES
In addition to direct customer interaction, a Customer Relations Officer plays a key role in gathering customer feedback to help shape company policies, improve product offerings, and identify areas for improvement. They work closely with other departments, such as sales, marketing, and technical support, to ensure customer concerns are effectively addressed and to enhance the overall customer journey. Strong communication skills, problem-solving abilities, and a customer-focused attitude are essential for success in this role. CROs often contribute to customer retention strategies and may help in training and mentoring new staff to improve customer service standards within the organization.
MAIN RESPONSIBILITIES
- Evaluate and develop marketing campaigns, plans and strategies to boost sales growth
- Maintain and update accurate customer database
- Filling of Clients and office documents
- Client Service Retention
- Follow up with clients about their service schedule through call or text
- Provide updates to clients about their last service schedule and technician recommendations
- Set service appointments with clients for Service Follow-ups
- Touchbase with clients 2-3 days after servicing to get feedback regarding customer experience
- Summarize client feedback for reporting
- Ensure Clients experience customer satisfaction for every service availment
- Assist clients throughout from receiving till releasing of vehicle
- Serve as the company’s front liner and customer champion
- Ensure all customer inquiries and issues are provided with a resolution
- Greet and accommodate walk-in clients
- Create incident reports/documentation as needed
- Reception maintenance
- Inventory of reception particulars
- Reading materials are up-to-date
- Cleanliness and orderliness of the lounge
- At least a graduate of 4-year course in any field
- With at least 3 years’ experience as Customer Service
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