Customer Relation Officer

Job Description

Title: Customer Relation Officer

Company Name: Avarix Tours and Travels

Vacancy: 5

Age: 18 to 30 years

Job Location: Dhaka

Salary: Tk. 15000 - 22000 (Monthly)

Experience:

• 1 to 5 years
• The applicants should have experience in the following business area(s): Travel Agency, Tour Operator, Immigration/Visa Processing

• Bachelor/Honors

• 1 to 5 years
• The applicants should have experience in the following business area(s): Travel Agency, Tour Operator, Immigration/Visa Processing

• Age 18 to 30 years

Customer Relationship Officer (CRO) acts as the primary link between a company and its clients. Their core responsibility is to build long-term rapport, drive satisfaction, and ensure that customer needs are met while supporting the organization's growth and sales goals.

The typical job responsibilities for a Customer Relationship Officer are structured below:

Client Communication and Support

Primary Point of Contact: Serve as the main bridge for handling incoming client inquiries via phone, email, live chat, or in-person visits.

Inquiry Handling: Provide accurate, timely information regarding company products, services, pricing, and policies.

Active Listening: Understand customer needs, preferences, and pain points to deliver personalized support.

Issue Resolution and Troubleshooting

Complaint Management: Address client concerns and service-related complaints professionally and promptly.

Root Cause Analysis: Investigate operational or service issues, gather background information, and coordinate with internal departments (e.g., technical support, billing, or sales) to formulate effective solutions.

Escalation: Escalate complex, unresolved issues to senior management while keeping the customer informed throughout the process.

Relationship Management and Retention

Client Engagement: Maintain regular contact with existing customers through follow-up calls, check-ins, or loyalty programs to encourage repeat business.

Onboarding: Oversee the onboarding process for new clients to ensure a seamless transition and introduction to the company's offerings.

Feedback Collection: Gather customer feedback via surveys, reviews, or direct interactions to track satisfaction levels and pinpoint areas for improvement.

Sales Support and Business Growth

Cross-Selling & Up-Selling: Identify opportunities to promote new or upgraded products and services that align with customer needs, helping increase company revenue.

Lead Generation: Support marketing and sales teams by networking, exploring fresh business prospects, and identifying potential clients.

Target Tracking: Meet or exceed performance targets related to customer retention, portfolio growth, and product sales.

Administrative and Cross-Functional Duties

CRM Maintenance: Update and maintain accurate customer profiles, interaction histories, transactions, and sales activities using CRM software or databases.

Reporting: Prepare daily or weekly status reports for management regarding customer metrics, service indicators, and feedback trends.

Compliance: Ensure that all customer interactions and account updates comply with internal company policies, industry regulations, and legal standards (such as data privacy or KYC/AML guidelines in financial sectors).

• Performance bonus
• Lunch Facilities: Full Subsidize
• Festival Bonus: 2