Customer Relationship Officer at Havana Group

Responsibilities
Customer Engagement & Support:

• Act as the primary point of contact for customers, handling inquiries and concerns through calls, emails, and in-person interactions.
• Ensure timely resolution of customer complaints and escalate unresolved issues when necessary.
• Provide accurate information about company products, services, and policies.

Relationship Management:

• Build and maintain strong relationships with both new and existing customers.
• Identify customer needs and provide solutions to enhance satisfaction.
• Follow up with clients to ensure their concerns are addressed and they remain engaged with the company.

Service Improvement & Feedback Management:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Work with internal teams to improve customer experience based on feedback.
• Recommend process enhancements to boost customer satisfaction and retention.

Sales & Business Support:

• Collaborate with the sales and marketing teams to support customer acquisition and retention strategies.
• Promote company offerings and upsell products or services where applicable.
• Assist in onboarding new customers and ensuring a smooth transition.

Crisis Management & Conflict Resolution:

• Handle difficult customer interactions with professionalism and problem-solving skills.
• Follow company protocols for managing disputes and escalating serious issues.
• Ensure a positive resolution that aligns with company policies.

Administrative & Reporting Duties:

• Maintain and update customer records in the company database.
• Prepare regular reports on customer interactions, satisfaction levels, and service improvements.
• Ensure compliance with company policies and industry regulations.

Key Skills & Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience in customer service, sales, or client relations.
• Excellent verbal and written communication skills for handling calls and emails.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and work in a fast-paced environment.
• Proficiency in CRM software, Microsoft Office, and customer service tools.
• Knowledge of customer service best practices and industry trends.