Relationship Officer
Published date: 2026/11/09
- Location: Airoli, Navi Mumbai, Maharashtra, Maharashtra, India
Primary Purpose: Be the overall in-charge of the Relationship Cell for the operational centre. Serve as a fulcrum between the organization and the customer/s (existing and potential) thereby ensuring excellent customer service and satisfaction.
Key Accountabilities/Activities:
Primary Responsibilities:
Customer Relationship Management
Effectively maintain and develop customer-organization relationship by ensuring the appropriate solutioning to all customer enquiries across mediums i.e. in-person, over the phone, email, company website etc.
Oversee the resolution of all the customer queries which are outside the purview of the RE cell and be a point of escalation where necessary.
Ensure all complaints are registered in CS Tracker & Oversee the resolution of complaints for meeting TAT.
Periodically review the past customer queries repository/CRM and innovate to develop nifty solutions towards prompt resolutions.
Reach out to the customers (over the phone) post query resolution to seek feedback and improvise, thereby creating a customer delight and positive brand image.
Ensure the front desk /relationship desk is manned at all points in time during the operational hours so as to make sure that no customer is left unattended.
Manage the set up of the lobby area accentuating the organization brand; placement of posters/standees etc with assistance from the admin department.
Be cognizant of the latest achievements of the organization/centre and cascade it as a part of customer interactions / sales conversations.
Efficiently guide the customer on school systems and process and ensure that the repository of updated information is available at all point in time
Keep a track of all organization advertising manual / brochures/admission kits and ensure effective
Adroitly handle irate parents and ensure that each customer interface ends at customer delight as far as possible
Efficiently make use of all aids available i.e. Hand-outs, Audio visual support to educate the customers on the USPs of the organization and child education pedagogy followed.
Adroitly be ready and facilitate the information of all elements pertaining to a child’s life cycle in the school as well as post school activities, summer camps etc.
Key Accountabilities/Activities:
Primary Responsibilities:
Customer Relationship Management
Effectively maintain and develop customer-organization relationship by ensuring the appropriate solutioning to all customer enquiries across mediums i.e. in-person, over the phone, email, company website etc.
Oversee the resolution of all the customer queries which are outside the purview of the RE cell and be a point of escalation where necessary.
Ensure all complaints are registered in CS Tracker & Oversee the resolution of complaints for meeting TAT.
Periodically review the past customer queries repository/CRM and innovate to develop nifty solutions towards prompt resolutions.
Reach out to the customers (over the phone) post query resolution to seek feedback and improvise, thereby creating a customer delight and positive brand image.
Ensure the front desk /relationship desk is manned at all points in time during the operational hours so as to make sure that no customer is left unattended.
Manage the set up of the lobby area accentuating the organization brand; placement of posters/standees etc with assistance from the admin department.
Be cognizant of the latest achievements of the organization/centre and cascade it as a part of customer interactions / sales conversations.
Efficiently guide the customer on school systems and process and ensure that the repository of updated information is available at all point in time
Keep a track of all organization advertising manual / brochures/admission kits and ensure effective
Adroitly handle irate parents and ensure that each customer interface ends at customer delight as far as possible
Efficiently make use of all aids available i.e. Hand-outs, Audio visual support to educate the customers on the USPs of the organization and child education pedagogy followed.
Adroitly be ready and facilitate the information of all elements pertaining to a child’s life cycle in the school as well as post school activities, summer camps etc.
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