Customer Relationship Officer - Telecalling BPO

Key Responsibilities:

1. Customer Interaction and Support:

• Handling Inbound Calls: Answer incoming calls, assist customers with their queries, and provide information on products, services, or policies.
• Outbound Calls: Make outbound calls to existing or potential customers to offer products, services, updates, or promotional offers.
• Query Resolution: Address customer concerns, complaints, and questions efficiently, ensuring a positive resolution and customer satisfaction.
• Provide Product/Service Information: Educate customers about the company s offerings, services, or products in a clear and concise manner.

2. Customer Relationship Management:

• Relationship Building: Build strong and lasting relationships with customers by maintaining a polite and friendly demeanor on calls.
• Customer Retention: Engage with customers to increase retention by understanding their needs and addressing them promptly.
• Follow-up: Conduct follow-up calls to ensure customers are satisfied with products or services and resolve any ongoing issues.

3. Sales Support and Upselling:

• Cross-selling & Upselling: Identify opportunities to upsell or cross-sell products or services that meet customer needs, enhancing the value provided to customers.
• Sales Targets: Work towards achieving individual and team sales targets, contributing to the company s revenue growth.

4. Data Entry and Record Keeping:

• CRM Management: Enter customer information, feedback, and queries into the CRM system accurately, ensuring data is updated in real-time.
• Document Customer Interaction: Maintain detailed records of customer interactions, ensuring all calls and concerns are logged for future reference.
• Reporting: Provide daily or weekly reports on customer interactions, feedback, and issues to the team leader or manager.

5. Customer Feedback Collection:

• Survey Participation: Encourage customers to take part in satisfaction surveys to provide feedback about the service or product.
• Improve Customer Experience: Use customer feedback to help improve service offerings and internal processes.

6. Problem Solving and Issue Resolution:

• Troubleshooting: Assist customers in resolving product or service issues by following appropriate troubleshooting steps or escalating issues as needed.
• Escalation: Escalate complex issues or unresolved complaints to senior staff or management for further resolution.

7. Adherence to Policies and Procedures:

• Compliance: Adhere to the company s policies, processes, and procedures, ensuring all customer interactions are in line with company standards.
• Confidentiality: Ensure customer data and information are handled with the highest level of confidentiality.