Customer Relations Officer
Job Description
- Develop and maintain excellent relations with new and excisting customers resulting in increased levels of cusomers retantion,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 exelent relations for retantion with clients who have either expressed awish to cancell their services with us or whose recent account activity indicates that they may be concidering cancellation of servises.
- Maintain excelent knowledge of our portifolio 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 identififying 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 persue our customers to remain with us .
- Keep track of customer usage through the software we use and persue clients to upgrade according to their needs and usage.
- Proactively contact customers who are indentified at a risk of cancelation 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.
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- Identify new bussiness practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancelation.
- Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives in line with markerting executive.
- This includes idea generation and exploration,preparing and presenting proposals,overseeng the creative and production process and championing successfull execution.
- Conduct market research and competitor analysis.
- Identify sale leads through established relationship and communicate effectively to our sales team
- Get testimornials from our customers and their authortizations to publish them.
- Deal directly with customers either by telophone,electronicaly or face to face .
- Respond promptly to customers inquiries.
- Handle and reslove customers complaints .
- Obtain and evaulute all relevant information to handle inquires and compliants .
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- Perform customer verifications.
- 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
