Customer Relationship Officer

Job Description

Title: Customer Relationship Officer

Company Name: FLY SCHOLARS

Vacancy: 2

Age: 25 to 35 years

Job Location: Dhaka (DOHS Mirpur)

Salary: Tk. 10000 - 15000 (Monthly)

Experience:

• At least 1 year
• The applicants should have experience in the following business area(s): Immigration and Education Consultancy Service
• Freshers are also encouraged to apply.

• Diploma
• Bachelor/Honors

• At least 1 year
• The applicants should have experience in the following business area(s): Immigration and Education Consultancy Service
• Freshers are also encouraged to apply.

• Age 25 to 35 years

Experience Requirements

• 6 months to 1 year of experience in customer service or call center roles preferred
• Freshers with excellent communication skills are also encouraged to apply

Additional Requirements

• Excellent Speaking and writing skills in both English and Bengali
• Strong interpersonal and customer handling skills
• Good typing speed and computer proficiency
• Ability to build rapport with clients and work collaboratively in a team
• Professional attitude with a client-first mindset

Fly Scholars, a leading overseas education consultancy, is hiring a dynamic and customer-focused individual for the position of Customer Relationship Officer. The selected candidate will handle incoming and outgoing calls, assist students in the study abroad process, and maintain positive client relationships.

Key Responsibilities

Customer Relationship Management & Feedback:

• Implement a CRM with feedback collection.

• Create standardized feedback forms for specific interactions.

• Establish protocols for timely complaint resolution.

• Analyse feedback to spot recurring service issues.

• Solicit feedback via surveys and focus groups.

Building Relationships & Engagement:

• Form a parent and student advisory board.

• Use personalized communication based on profiles.

• Host regular information sessions and Q&As.

• Track and respond to student inquiries.

Understanding Expectations & Improvement:

• Conduct surveys to gauge expectations.

• Analyse service data for improvement areas.

• Establish a continuous improvement cycle.

Communication & Training:

• Implement a customer service training program.

• Create resources for effective communication.

• Facilitate workshops on difficult interactions.

• Set up clear communication for internal teams.

Process & Collaboration:

• Streamline admissions to reduce frustration.

• Develop SOPs for customer service.

• Enhance communication between admissions and counseling.

• Coordinate with IT for CRM support.

Performance & Reporting:

• Set KPIs for customer service.

• Track performance with a reporting system.

• Use data visualization for trends.

• Prepare regular performance reports for management.

Crisis Management & Leadership:

• Develop crisis communication plans.

• Train staff on crisis protocols.

• Establish a clear command chain in crises.

• Highlight leadership's role in fostering a customer-centric culture.

Future Considerations:

• Explore new technologies for communication.

• Research best practices in educational counselling.

• Invest in professional development for staff.

Salary: BDT 10,000-15,000 (based on experience and performance) Opportunity for career advancement and internal promotions Salary Review: Yearly Festival Bonus: 2