CUSTOMER RELATION MANAGEMENT (CRM) - OFFICER

A Leading Fashion Apparel Brand based at S.I.T.E Area, karachi is urgenty seeking for CUSTOMER RELATION OFFICER to join it team for follwoing tasks;

JOB SUMMARY;

THIS POSITION IS RESPONSIBLE TO WORK WITH CRM MANAGER, RETAIL TEAM, AND OPERATIONS TO MAINTAIN A CUSTOMER-FOCUSED ATTITUDE WITH A FOCUS ON ACTIVITIES THAT CREATE LIFETIME CUSTOMERS.

A. REGULAR DUTIES / RESPONSIBILITIES:

1. To work with customer service, regional staff and operations to maintain a customer-focused attitude with a focus on activities that create lifetime customers.
2. To drive customer loyalty and retention both online and in store through the delivery of insights and targeted customer Communications.
3. To provide feedback from customers to concerned department managers for prompt action.
4. To assist the superior in delivering CRM strategies across the organization with a view to retaining existing customers, increasing brand loyalty and expanding the company brand.
5. Follow-up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.
6. To monitor and act on complaints/suggestion from email, complaints, Social portal, and immediately reporting any problem areas to the immediate Manager.
7. Suggest new methods to address customer’s needs.
8. To make sure the customer database is correctly segmented for targeted marketing activities.
9. To monitor customer claims, refunds, exchanges ratio.
10. To assess claims authenticity and exchange in line of organizational policy.
11. Any other duties assigned by the superior which are equal or similar to the responsibility level.

1. Excellent written & Spoken English skills.
2. Technical expertise with CRM and data analysis.
3. Demonstrate polite and courteous behavior at all time.
4. Strong analytical, computer, software skills.
5. Customer oriented attitude.
6. Ability to follow directions with minimum supervision.
7. Dependability and Attention to details.
8. Ability to travel as required by the role.