Customer Relations Officer

(CRO)

serves as the primary liaison between an organisation and its clients or the public. Their ultimate goal is to ensure high levels of customer satisfaction, protect the company’s corporate image, and build long-term relationships.

Key Responsibilities

• Inquiry & Complaint Resolution: Serve as the first point of contact for customer inquiries, grievances, and feedback via phone, email, digital chat, or face-to-face interactions.
• Issue Troubleshooting: Investigate complex customer issues, coordinate internally with relevant departments (e.g., Operations, Technical, Sales) to deploy solutions, and resolve complaints within the company's SLA timelines.
• Relationship & Retention Management: Actively engage with existing clients to offer support resources, share information on new services/upgrades, and gather feedback to improve retention.
• Data Management & Documentation: Accurately log, update, and maintain client data, interaction history, and complaint resolutions within CRM software or corporate databases.
• Public Relations Support: Assist in drafting official correspondence, project notices, or community communications, and occasionally support cross-functional marketing and sales outreach.