Senior Customer Relationship Officer

Role & responsibilities :

• We are seeking a highly motivated and customer-focused Senior Customer Support Executive.

• Handle customer inquiries, complaints, and requests through phone calls, emails, live chat, and WhatsApp.

• Provide accurate, timely, and professional resolutions to customer concerns.

• Ensure adherence to defined Service Level Agreements (SLAs) and quality standards.

• Maintain detailed and accurate records of customer interactions in systems.

• Required to Handling objections and escalations effectively.

• Positive attitude with Strong ownership and accountability.

• Ability to work collaboratively across departments.

• Willingness to support the team beyond routine responsibilities.

Preferred candidate profile :

• Excellent verbal and written communication skills.

• Strong customer handling and conflict-resolution abilities.

• Experience in managing customer interactions across calls, emails, chats, and WhatsApp.

• Ability to handle escalations professionally and effectively.

• Strong problem-solving and decision-making skills.

• Good knowledge of CRM and customer support tools.

• Ability to multitask and work in a fast-paced environment.

• Leadership and mentoring capabilities.

• Prepare and share customer service reports as required.

• Coordinate with operations, logistics, sales, technical, and other internal teams for issue

resolution.

• Escalate critical concerns to management in a timely manner.

KRA and KPI:

• Customer Satisfaction (CSAT)

• First Contact Resolution (FCR)

• Average Response Time

• SLA Adherence

• Escalation Resolution Rate

• Quality Audit Scores

• Customer Retention and Service Recovery Metrics