Description:
The Customer Relations Officer (CRO) plays a vital role in delivering exceptional service to clients. This position focuses on client interactions, problem-solving, and ensuring a high level of customer satisfaction. The ideal candidate will be proactive in assisting clients with their inquiries and guiding them through our services.
Key Responsibilities:
Client Interaction:
- Serve as the first point of contact for clients, addressing inquiries and providing detailed information about study options, visa processes, and application procedures.
- Maintain a professional demeanor in all client interactions to ensure a positive experience
Lead Tracking:
- Conduct follow-up calls to prospective clients to track leads and assess their needs.
- Document call interactions and outcomes in the CRM system to maintain accurate records and facilitate ongoing communication.
Documentation and Tracking:
- Document and track all client interactions in the CRM system to maintain accurate records.
- Ensure compliance with company standards in all communications and processes.
Collaboration:
- Work closely with team members and other departments (e.g., Marketing, Admissions, Counseling) to enhance client service and streamline operations.
Problem-Solving:
- Identify client needs and provide effective solutions to address any issues or concerns.
- Follow up with clients to ensure resolution and satisfaction.
Feedback and Improvement:
- Gather client feedback to contribute to service improvement initiatives.
- Assist in reporting client satisfaction metrics and trends to the team lead.
Qualifications:
- Bachelor’s degree in Business Administration, Education, or a related field.
- Previous experience in a customer relations role, preferably in the education consultancy sector.
- Strong understanding of the international education industry and study abroad processes.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to manage multiple priorities and work under pressure.
- Client-focused approach with strong problem-solving skills.