Customer Relations Officer

General Overview of the Role

The Customer Relations Officer (CRO) will act as a key support function within the branch, bridging communication between students, internal teams, and management. This role involves managing daily operations, assisting with marketing efforts, handling financial records, and providing administrative support to ensure smooth branch functioning. The CRO will also contribute to lead generation and onboarding processes.

Key Responsibilities:

1. Accounts & Financial Handling

• Maintain and reconcile daily financial transactions, including fees collected, refunds, and petty cash usage.
• Track monthly expenses and prepare detailed expense reports for review by management.
• Assist in budgeting and ensuring that branch operations adhere to allocated financial limits.
• Coordinate with the accounts team to ensure timely invoice preparation and record maintenance.

2. Daily Registration & Records Management

• Accurately update student registration details and admission records in internal databases.
• Maintain proper documentation of all student interactions, applications, and follow-ups.
• Generate daily, weekly, and monthly reports on student registrations and admissions.
• Ensure compliance with internal record-keeping standards and SOPs.

3. Social Media & Marketing Support

• Assist in managing official social media accounts by creating, scheduling, and posting content.
• Monitor engagement metrics and respond to basic queries or direct leads to the counselling team.
• Participate in promotional activities, including video recordings, and campaigns.
• Support marketing initiatives by coordinating with creative teams for content creation and distribution.

4. Administrative Duties

• Support daily branch operations, including coordinating appointments, meetings, and events.
• Handle office supplies, stationery management, and ensure smooth functioning of office equipment.
• Assist in onboarding new staff, including document verification and orientation.
• Maintain an organized filing system for both physical and digital records.

5. Lead Generation & Initial Communication

• Conduct initial calls to prospective students to provide program information and answer queries.
• Identify potential leads and transfer qualified leads to the counselling team for further follow-up
• Maintain follow-up logs and ensure timely communication with all prospects.
• Support campaign-driven lead generation initiatives by coordinating with marketing and sales teams.

6. Operations Support

• Assist operations teams in ensuring smooth branch workflows and timely completion of tasks.
• Monitor daily activities to ensure compliance.
• Coordinate between departments to facilitate efficient communication and task execution.
• Support in organizing events, workshops, or student interactions hosted at the branch.

7. Reporting & Coordination

• Prepare detailed reports on operations, leads, registrations, and expenses for management review.
• Collaborate with branch managers and team members to implement improvements in operational efficiency.
• Maintain clear documentation of all branch processes to support audits and internal reviews.
• Act as a liaison between students, counsellors, and management for smooth problem resolution.

8. Customer Relationship Management & Support

• Serve as the first point of contact for students, parents, and partners, ensuring timely responses to queries.
• Build and maintain strong relationships with prospective and existing students to enhance satisfaction and retention.
• Address and resolve complaints or issues efficiently, escalating to management when necessary.
• Collect feedback from students to improve branch services and processes.

Skills & Qualifications

Qualifications

l Bachelor’s degree in any discipline; a background in Business Administration, Management, or Marketing or any related field.

Experience:

l 1–3 years of experience in customer relations, administrative, or operations roles.

l Prior experience in the education or study abroad sector is highly desirable.

l Excellent verbal and written communication skills to interact effectively with students, parents, and internal teams.

l Ability to handle inquiries and resolve issues professionally and diplomatically.

l Proficiency in MS Office (Word, Excel, PowerPoint) and basic accounting tools.

l Familiarity with social media platforms and digital marketing practices.

l Experience with CRM systems or student management software is a plus.

l Ability to manage multiple tasks simultaneously, including operations, admin, marketing, and financial tracking.

l Collaborative mindset to support team efforts and contribute to branch success

l Basic understanding of financial record-keeping, expense tracking, and reporting.

l Ability to maintain accurate documentation and support compliance with company policies.

l Flexible and adaptable to a dynamic work environment.

Job Type: Full-time

Experience:

• Telecalling: 1 year (Preferred)

Language:

• English, Malayalam (Preferred)

Work Location: In person