Customer Relationship Officer (CRO)

Job Description

Key ACCOUNTABILITIES

• Take full responsibility for branch control and day-to-day office management.
• Oversee office operations to ensure a smooth, productive, and professional work environment.
• Manage office resources, supplies, and facility requirements effectively.
• Lead, supervise, and support team members to ensure performance targets are met.
• Coordinate team schedules, delegate tasks, and monitor daily workflow.
• Foster a positive and collaborative team culture within the branch.
• Develop and maintain strong, long-term relationships with clients.
• Handle customer inquiries via phone, email, and digital platforms.
• Ensure timely and professional resolution of client issues.
• Follow up with clients to ensure satisfaction and service quality.
• Identify opportunities for customer retention and service improvement.
• Gather and report customer feedback for continuous improvement.
• Report to HR on branch activities, attendance, and team performance.
• Maintain accurate staff records and communicate HR-related updates within the team.
• Support HR in onboarding, compliance, and policy implementation at the branch level.
• Maintain and update customer records in CRM systems.
• Coordinate with internal departments (Sales, Support, Technical) to fulfill client needs.