Customer Relationship Officer

Job Description

Title: Customer Relationship Officer

Company Name: ARAT ENTERPRISE

Vacancy: 4

Age: 20 to 35 years

Job Location: Dhaka (GULSHAN 1)

Salary: Tk. 18000 - 25000 (Monthly)

Experience:

• 2 to 6 years
• The applicants should have experience in the following business area(s): Travel Agency

• Bachelor/Honors

• 2 to 6 years
• The applicants should have experience in the following business area(s): Travel Agency

• Age 20 to 35 years

A 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:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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).

Key Skills Required

• Communication: Excellent written and verbal communication skills to articulate ideas clearly and persuasively.

• Problem-Solving: Strong analytical mindset to resolve client conflicts under pressure.

• Empathy & Patience: A customer-first attitude with the ability to handle difficult or frustrated clients calmly.

• Technical Proficiency: Familiarity with CRM systems (e.g., Salesforce, HubSpot), helpdesk software, and MS Office applications.

• Festival Bonus: 2