Customer Relationship Officer

Position: Customer Relationship Officer

Reporting Structure: Reports to CSC (Customer Service Center) Manager

Job Responsibility:

· Responsible for lead generation for STs (Service Technician) to visit and convert

· Assign work orders to STs based on following criteria:

• Technicians quality score (Net Promoter Score, Repeat calls)

• Minimum travel time between Technician and Customer location

· Guide customers on EFL (Eureka Forbes Limited) processes and policies

· Promote D to C (Direct to Customer) channels to maximize self-help usage by the customers

· Drive productivity of Technicians by optimally assigning tickets

· Follow the given SOP (standard operating procedure) & scripts for tele calling

· Adherence to 100% shift schedules

· Publish on time reports and dashboards for CSC operations

· Ensure all cash/cheque submission to accounts as per the SOP

Skills Required:

· Must be polite, humble & courteous with customers to ensure best in class customer experience

· Must be excellent with the geography of the city

· Local language: Read, Write & Speak

· English or Hindi: Read, Write & Speak

Education & Experience Required:

· 1-3 years of experience in tele sales process from BFSI/ Telecomm. / Real estates

· Graduate degree, female candidates are preferred

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 6 months - 1 years of experience.