Customer Relations Officer

Job Description

  • Develop and maintain excellent relations with new and existing customers resulting in increased levels of customers retention,this is to be achieved through proactive and reactive communication with all our customers.
  • Interact with customers to provide and process information in response to inquiries concerns and requests about product and services .
  • Develop and maintain excellent relations for retention with clients who have either expressed a wish to cancel their services with us or whose recent account activity indicates that they may be considering cancellation of services.
  • Maintain excellent knowledge of our portfolio of products and services in order to understand customers needs.
  • Work closely with our sales and support team to assist client in trouble shooting and identifying usage issues.
  • Work closely with our support team to assure all the trouble tickets have been resolved and followup with customers after resolving their issues.
  • Respond to incoming request for cancellation of service and pursue our customers to remain with us .
  • Keep track of customer usage through the software we use and pursue clients to upgrade according to their needs and usage.
  • Proactively contact customers who are identified at a risk of cancellation and use every opportunity to retain these customers.
  • Identify opportunities to turn dissatisfied customers into happy customers .
  • Document customers outcome to add to our knowledge of reasons why customers choose to cancel their services with us.
  • Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
  • Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives in line with marketing executive.
  • This includes idea generation and exploration,preparing and presenting proposals,overseeing the creative and production process and championing successful execution.
  • Conduct market research and competitor analysis.
  • Identify sale leads through established relationship and communicate effectively to our sales team
  • Get testimonials from our customers and their authorizations to publish them.
  • Deal directly with customers either by telephone,electronically or face to face .
  • Respond promptly to customers inquiries.
  • Handle and resolve customers complaints .
  • Obtain and evaluate all relevant information to handle inquires and complaints .
  • Perform customer verification.
  • Manage customers account
  • Keep records of customer interactions and transactions.
  • Records details of inquires,comments and complains.
  • Record details of actions taken.
  • Communicate and coordinate with internal departments.

Interested candidates can share their CVs to the email address: verian@cats-net.co.tz