Customer Relationship Officer at a Leading Consulting Firm

Our company specializes in helping organizations train their employees in different areas that significantly impact business results. We do this both in the classroom and via our e-learning platform that comprises a learning management system and content of numerous quality courses.

Based in Lagos, we are looking for a Customer Relationship Officer. This role sits at the very core of our business and is arguably one of the most important. The individual in our Customer Relationship Officer role will play an integral role in maintaining and developing the business and its relationship with customers. It is a demanding role but offers great potential for job satisfaction and reward.

Day to day, the individual is responsible for being the main source of contact for customers, responding to phone calls and emails whilst also being proactive in contacting customers regularly to maintain relationships, influence revenue and explore new opportunities for our company.

It is essential that our Customer Relationship Officer possesses excellent customer service skills and organizational skills in addition to excellent communication skills to achieve goals in maintaining customer relationships.

This is not a sales role, but the successful candidate will be expected to take advantage of every opportunity to sell and be involved in sales-support activities.

Key Responsibilities

• Responding to queries, complaints and requests from customers via email, telephone, and social media
• Communicating with other team members to meet customers’ needs and requirements
• Maintaining proactive, regular contact with customers to promote relationships
• Maintaining our brand presence on social media with consistent sharing of relevant content
• Maintaining records of all contacts with customers using CRM system
• Maximize opportunities for cross-selling and up-selling

Other Responsibilities

• Support marketing and sales projects by making calls to existing and potential customers with a focus on selling LearnSmart service products
• Providing service directly to customers when necessary  
• Providing regular reports on customers relationship status

Key Requirements

• Have excellent verbal and written communication skills
• Be organized and able to prioritize your workload
• Be driven to meet deadlines to promote customer service
• Be dedicated to providing world class customer service
• Be able to think on your feet and respond to customer demands and solve problems
• Be comfortable in working with minimal supervision

Key Characteristics

• Be confident and ambitious with a “can do, will do” attitude
• Be well motivated, enthusiastic and able to work on your own initiative
• Work well with others
• Be able to keep an eye on the bigger picture and appreciate where your role fits into the business

Education

• Minimum of first degree in any discipline from a University