Client Relationship Officer at Havana Group

About the Role

The Client Relationship Officer (CRO) is responsible for building and maintaining strong relationships with clients to ensure high levels of satisfaction, loyalty, and retention. This role involves understanding client needs, resolving issues, promoting company products or services, and ensuring an excellent client experience throughout their engagement.

Client 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 ensure 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 and relationship metrics

Location

Lagos, Nigeria