Customer Relationship Officer

4 weeks ago

Lagos, Nigeria County Finance Limited Full time

Primary Goal

  • To cultivate and maintain strong, lasting relationships with clients to drive customer satisfaction, increase customer loyalty, enhance brand reputation, maximize customer lifetime value, reduce customer churn, and drive business growth.

Responsibilities

  • Building and maintaining relationships with clients through regular communication, meetings, and follow-up interactions to understand their needs and preferences.
  • Assisting clients with inquiries, requests, or issues related to products or services, providing accurate information and guidance to ensure satisfaction.
  • Facilitating the onboarding process for new clients.
  • Implementing strategies to retain existing clients, such as personalized follow-ups, proactive outreach to address potential issues or concerns
  • Identifying opportunities to cross-sell or up-sell additional products or services to existing clients based on their needs and interests.
  • Gathering feedback from clients regarding their experiences, satisfaction levels, and suggestions for improvement as well as relaying this information to relevant departments and management for actions.
  • Addressing client complaints, concerns, or escalations in a timely and effective manner, working to find solutions and prevent occurrence.
  • Maintaining accurate records of client interactions, transactions, and communications on the database for future reference and analysis.
  • Monitoring industry trends, competitor activities, and client feedback to identify opportunities for improvement and innovation in products or services.
  • Collaboration with other departments such as marketing, credit, and operations to ensure a seamless and cohesive client experience.
  • Ensuring compliance with regulatory requirements and company policies in all client interactions and communications.
  • Continuously updating knowledge and skills through training programs, workshops, or self-study to enhance effectiveness in the role.
  • Perform other related duties as assigned by the management.

Requirements

  • First Degree in any relevant course of study with a minimum qualification of second class lower.
  • A minimum of one year experience as a CRO within the financial service industry is essential.
  • Ideal candidate must be residing in Lagos and based within the Ogba-Ikeja axis or its environs.

Behavioral Expectation:

  • Excellent communication and networking skills.
  • Empathy and patience.
  • Problem-solving abilities.
  • Product knowledge.
  • Professionalism.
  • Attention to detail.
  • Adaptability.
  • Follow-up-and-follow-through.
  • Team collaboration.
  • Continuous learning.

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