Customer Relationship Officer (CRO)

CUSTOMER RELATIONSHIP OFFICER (CRO)

Company: Mansha Tours Pvt. Ltd.
Department: Customer Relationship / Sales
Location: Nagpur
Employment Type: Full-Time

Job Summary

We are looking for a Customer Relationship Officer who will be responsible for maintaining strong relationships with customers, understanding their travel requirements, providing suitable tour solutions, and ensuring excellent customer service before, during, and after the tour.

Key Responsibilities

• Handle customer inquiries through phone calls, WhatsApp, email, and walk-ins.
• Understand customer travel requirements, preferences, and budgets.
• Explain tour packages, itineraries, inclusions, exclusions, pricing, and terms.
• Prepare and follow up on quotations and travel proposals.
• Convert inquiries and leads into confirmed bookings.
• Maintain regular communication with existing and prospective customers.
• Coordinate with the operations, ticketing, hotel, transport, and tour teams.
• Ensure smooth customer experience from booking to completion of the tour.
• Take customer feedback and resolve complaints or service-related issues promptly.
• Maintain accurate customer records and follow-up details.
• Build long-term relationships and encourage repeat bookings and referrals.
• Inform customers about new packages, offers, destinations, and travel services.
• Achieve assigned customer-service and sales targets.

Required Skills

• Excellent communication and interpersonal skills.
• Customer-focused and positive attitude.
• Good convincing and negotiation abilities.
• Basic knowledge of domestic and international tourism.
• Good knowledge of MS Office, WhatsApp, email, and CRM tools.
• Ability to handle multiple customers and follow-ups efficiently.
• Good Hindi, Marathi, and English communication skills preferred.
• Previous experience in travel, tourism, hospitality, sales, or customer service will be an advantage.

Qualification

Minimum: Graduate/PG/MBA
Candidates with experience in Travel & Tourism, Hospitality, Sales, or Customer Relationship Management are preferred.

Experience

0–3 years of relevant experience. Freshers with good communication and customer-handling skills may also apply.

Key Performance Indicators (KPIs)

• Customer satisfaction and retention
• Inquiry-to-booking conversion
• Follow-up effectiveness
• Repeat customer bookings
• Customer complaints and resolution time
• Achievement of assigned sales/customer-service targets

Salary

Salary: As per experience, skills, and company norms.
Additional: Performance-based incentives may be provided.

Preferred Candidate

A confident, well-spoken, customer-oriented person who can develop strong relationships with customers and represent the company professionally.

Pay: ₹7,500.00 - ₹25,000.00 per month

Work Location: In person