Customer Relationship Officer (CRO)

Designation : Customer Relationship Officer
Location: Bhubaneswar
Department: Service Operations
Apply now and be part of a team driving service excellence!

Are you a proactive, detail-oriented professional with a passion for customer service and operations? We’re looking for a Customer Relationship Officer to join our Service Operations team in Bhubaneswar.

About the Role:

As a Customer Relationship Officer, you will be the first point of contact for our customers and dealers, ensuring smooth service operations, coordinating with internal teams, supporting dealer networks, and contributing to branch performance and customer satisfaction.

Key Responsibilities:

1. Serve as the first point of contact for customers and dealers
2. Track and follow up on all service calls to ensure TAT compliance3. Manage and validate PM reports for Key Account (KA) customers4. Allocate unidentified service calls5. Support dealers with CCN processes: call booking, allocation, equipment registration, spare part indenting, and call closure6. Communicate with the channel for spare part availability and claim processing7. Assist dealers with part code identification and selection in CCN8. Collect and maintain branch performance documents (e.g., JRA, audits, trainings, etc.) via MS Forms (Service MIS)9. Respond to customer queries via transactional emails10. Track Mobility & EFS systems to ensure 100% technician activation and >95% call closure11. Coordinate with service managers for spare part approvals and delivery tracking12. Follow up on CCN errors and initiate corrections13. Customer code creation and STO/STI follow-ups14. Collaborate closely with the Branch Service Manager and service team to improve rankings15. Share Do & Charge quotations as per Rate Contracts with KA customers

Qualifications:

• Graduate in any discipline (Technical background preferred)

3–4 years of experience in customer support, service coordination, or operations
Experience with dealer networks or service channels is an advantage

Skills We’re Looking For:

• Strong communication and interpersonal skills
• Proficiency in MS Office (Excel, Word, Outlook)
• Familiarity with CRM/ERP tools (e.g., CCN, SAP)
• Excellent organization and follow-up ability
• Analytical thinking and problem-solving mindset

Job Type: Full-time

Pay: Up to ₹400,000.00 per year

Benefits:

• Provident Fund

Language:

• English (Preferred)

Work Location: In person