Customer Relationship Officer at Intraspeed Arcpro Kenya Ltd

JOB PURPOSE :

To build connections on behalf of the company. To call existing customers and ensure their satisfaction. To attend to any concerns, network within the industry to identify potential customers and organize marketing campaigns.

KEY DUTIES AND RESPONSIBILITIES

•  Build and maintain relationships with clients, customers, and partners through regular communication and engagement activities.
•  Monitor revenue and volume growth.
•  Coordinate customer service review meetings.
•  Ensure proper documentation and respond to inquiries, complaints, and requests from customers in a timely and professional manner.
•  Identify opportunities to cross-sell or upsell products and services to existing clients.
•  Understand customer needs, preferences, and expectations to provide personalized service and support.
•  Promote products and services to clients through effective sales presentations, demonstrations, and discussions.
•  Meet sales targets and performance metrics, such as revenue goals, customer satisfaction ratings, and retention rates.
•  Be up to date on industry trends, market developments, and competitor activities to identify opportunities and challenges.
•  Maintain accurate and organized records of customer interactions, transactions, and sales activities.
•  Participate in training and professional development activities to enhance sales and relationship management skills.
•  Come up with ways for recovering list business.
•  Provide weekly reports of all assignments and issues escalated to the management/ teams.
•  Plan, develop and execute marketing and advertising initiatives.
•  Assist in preparation and renewal of service level agreements for house accounts.
•  Assist in tendering process for house accounts.
•  Identify customers’ concerns and inform relevant team members.
•  Be up to date on all new guidelines and announcements regarding the industry.
•  Maintain and manage complete and accurate customer correspondence data.
•  Guide the team members to deliver customer requirements.
•  Ensure customer satisfaction by maintaining strong working relationships.
•  Identify and develop problem solving methodologies to resolve customer issues.
•  Collaborate with internal teams, including sales, marketing, and operations, to address customer needs and resolve issues.

QUALIFICATIONS AND REQUIREMENTS

• Degree in a relevant field.
• Minimum 2-3 years’ experience in customer relations or a relevant field.

COMPETENCIES/ SKILLS

•  Exceptional customer service skills including active listening,
•  Fluent in English.
•  Professional verbal and written communication.
•  Proficiency in MS Office and any other relevant software.
•  Ability to manage tense situations.
•  Adaptability and accountability.
•  Ability to prioritize tasks and manage time effectively.
•  High level integrity and confidentiality.
•  Relationship management.
•  Sales skills.
•  Customer service skills.
•  Teamwork.
•  Sales target achievement.