Customer Relationship Officer

Role & responsibilities

• Receive customer complaints & get it registered in Service Desk and in CRM wherever applicable.
• Proactive communication with customers on its status & closure by co-ordinating with service team
• Send daily updates to field team on daily basis on complaints and pursue with team to close the customer complaints.
• Assign visit to Engrs- Monitor Daily/Weekly visit plan vs completion
• Drive Engrs. to close customer complaints in Service Desk mobile app daily
• Collect FSR , Testimonials, CSSR etc & collate and maintain files in the branch
• Team daily attendance to HR
• Daily dash board report on customer visits
• Prepare monthly QCM Report , maintain order receipt & live offer bank register
• Sending weekly, monthly productivity report
• To call 5 customers per day and take feedback and report
• Generate enquiries from above calls
• Call customers 30 days in advance for AMC / O&M accounts which expiries & ensure renewal
• Joining formalities for new joinees
• Follow up of PI payment & o/s for services vs collection target vide telephone & mail
• Manage and monitor O&M sites and address customer queries.
• Achieve O&M, AMC renewal order no. target through field team
• Achieve payment, FSR, CSSR's & Testimonials target through field team
• Plan and monitor AMC visit schedule vs completion weekly & monthly and report
• Get clearance of service billing from customers and field team- O&M based on attendance
• Daily service order booking and billing as per customer PO
• Submit service bills to customer and take acknowledgement within a week of raising bills.
• Prepare quotes to customers and Engrs. for spares, consumables and services
• Prepare monthly customer O&M, KAM AMC visit reports
• Provide above report updates to HO time to time

Preferred candidate profile

Good Communication skill along with working knowledge of Computer (PPT Excel & Word).

Capable of making report.