CRO (Customer Relationship Officer)

Job Title: Customer Relationship Officer (CRO)

Department: Collection & Business Development
Reports To: Branch Manager
Location: [warangal]

Job Summary

The Customer Relationship Officer is responsible for building and maintaining strong relationships with customers, ensuring their satisfaction, and supporting their needs. The role involves handling customer inquiries, resolving issues, promoting products or services, and improving overall customer experience. The CRO acts as the main point of contact between the company and its clients.

Key ResponsibilitiesCustomer Support & Satisfaction

• Serve as the primary contact for customer inquiries, requests, and concerns.
• Resolve customer issues promptly and professionally.
• Ensure high levels of customer satisfaction and positive experience.

Relationship Management

• Build long-term, trusted relationships with customers.
• Monitor customer accounts and provide personalized support.
• Follow up with clients to ensure their ongoing needs are met.

Sales & Service Promotion

• Promote company products and services based on customer needs.
• Provide product information and guide customers through features and benefits.
• Support sales teams by identifying opportunities for upselling or cross-selling.

Account Management

• Maintain accurate customer records in CRM systems.
• Prepare reports on customer feedback, service issues, and trends.
• Assist in onboarding new customers.

Problem Solving & Complaint Handling

• Address customer complaints and escalate complex cases when needed.
• Track issues to ensure they are resolved effectively.
• Provide feedback to management for product/service improvement.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or related field (preferred).
• Experience in customer service, client relations, or MFI micro finance indestry (1–3 years is typical).
• Strong communication and interpersonal skills.
• Proficiency in CRM tools and customer support software.
• Ability to multitask, stay organized, and work under pressure.

Skills & Competencies

• Excellent customer service skills
• Strong problem-solving abilities
• Positive attitude and professional demeanor
• Active listening and empathy
• Sales-oriented mindset
• Ability to build rapport with clients
• Good conflict-resolution skills

Performance Metrics

• Customer satisfaction score (CSAT)
• Response and resolution time
• Customer retention rate
• Number of successfully resolved cases
• Upselling and cross-selling success
• Quality of customer interactions

Job Types: Full-time, Permanent, Fresher

Pay: ₹12,500.00 - ₹18,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Life insurance
• Paid time off
• Provident Fund

Work Location: In person