Customer Relations Officer (Laundry) at Pally Agro Products Limited

Job Description

• The Customer Relations Officer will be responsible for managing customer interactions, both online and in person, to ensure an exceptional experience and foster business growth.
• In addition to maintaining high levels of customer satisfaction, this role also includes generating income for the branch by promoting services, retaining existing customers, and attracting new clients.
• We seek a proactive, sales-driven individual who thrives in a dynamic environment and is passionate about delivering superior customer service.

Key Responsibilities

• Provide exceptional customer service both online (social media) and in-person at the store.
• Address customer inquiries, complaints, and concerns promptly and professionally, ensuring a high level of satisfaction.
• Build and maintain strong relationships with customers to enhance loyalty and encourage repeat business.
• Identify and capitalize on opportunities to generate revenue by promoting the full range of services offered by the laundry.
• Focus on increasing customer retention and driving new customer acquisition through effective relationship-building strategies.
• Meet or exceed monthly and quarterly sales targets through active customer engagement and promotions.
• Introduce new products or services to customers, explaining the benefits and encouraging purchases.
• Work with the team to ensure that customer demands are met, and services are delivered efficiently.
• Assist with processing customer orders, including taking orders, cancellations, or modifications, and ensuring that deliveries are on time.
• Manage and coordinate laundry collection and delivery schedules, ensuring customer satisfaction at every touchpoint.
• Resolve customer issues related to laundry services, such as delays, damages, or dissatisfaction, offering practical solutions and follow-ups.
• Ensure that all customer complaints are handled professionally, and escalate unresolved issues to senior management for swift resolution.
• Gather and analyze feedback from customers to continually improve service offerings.
• Monitor customer satisfaction and service quality, identifying areas for improvement.
• Work closely with the branch supervisor and team to align customer service goals with branch objectives.
• Provide regular reports on customer feedback, issues, resolutions, and sales performance.
• Promote the Swift Drycleaners brand, ensuring customers are aware of promotions, seasonal offers, and loyalty programs.
• Encourage customer referrals and build long-term relationships to enhance customer retention.

Requirements
Education:

• Bachelor’s Degree in Business Administration, Marketing, or a related field.

Experience:

• Minimum of 1 - 3 years of experience in customer service, sales, or business development, ideally within the service industry (laundry).
• Proven track record of meeting or exceeding sales targets.
• Experience in managing both online and offline customer relationships.

Technical Skills:

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong sales acumen with a customer-first mindset.
• Ability to multitask and manage customer relationships efficiently across different platforms.
• Problem-solving abilities and a proactive approach to addressing customer concerns.
• Strong organizational skills and attention to detail.

Work Environment:

• The role involves working in a fast-paced store environment, as well as handling online customer interactions.
• Ability to work independently and as part of a team to meet customer and business goals.