Senior Officer - Relationship manager (Loyalty Program)

JOB PROFILE
RELATIONSHIP MANAGER

JOB DESCRIPTION / KEY RESPONSIBILITIES

Experience: 3-5 years in front-end/back-end store sales, CRM, or a 24/7 contact centre environment or good with Computer Skills

DESIRED CANDIDATE PROFILE:

• Excellent communication skills—both verbal and written.
• Strong interpersonal skills with the ability to work effectively across various levels and teams.
• Ensure highest level of customer satisfaction, service delivery and constant engagement throughout the customer lifecycle.
• Managing the product enquiries received via calls/emails and converting them into sales.
  Pitch customers on new product range, special sales, and promotion offerings.
• Seek feedback from customers and continuously engage for improvement in customer service.
• Ensure customer engagement and brand loyalty through well timed events and activation of loyalty products.
• Set specific customer relationship strategies to retain customers.
• Appropriately escalate customer issues as and when necessary, according to guidelines.
• Interacting with the customers to resolve queries, complaints, and requests for information.
• Proven ability to drive sales through upselling and cross-selling.
• Proficient in Microsoft Excel for tracking performance and generating insights.
• Skilled in creating impactful PowerPoint presentations for internal and client-facing communication.
• Comfortable working with CRM platforms and various customer service tools/systems.
• Quick learner of new software and systems; adept at troubleshooting basic system issues.
• Strong attention to detail in data handling, documentation, and reporting.
• A mindset focused on continuous improvement and adopting best practices.
• Strong adherence to process and compliance requirements.
• Professionalism, ethical standards, and a commitment to excellence.
• Demonstrates initiative, self-motivation, and a proactive approach to work.
• Capable of performing under pressure and meeting tight deadlines.
• Appropriately escalate customer issues as and when necessary, according to guidelines.