Customer Relationship Officer

7 days ago

Nairobi, Nairobi Area, Kenya Indepth Research Services (IRES) Full time
Indepth Research Services (IRES) is an international training and consultancy organization with its head office in Nairobi, Kenya. IRES offers a comprehensive portfolio of technical training and education services designed for individuals, and organizations working in the agriculture; climate change and environment; disaster management; education; food and nutrition; health; humanitarian relief; logistics and telecommunication; recovery and reconstruction; safety and security; water sanitation and hygiene sectors

Job Summary:


The Customer Relationship Officer (Inbound Inquiries) is responsible for managing inbound inquiries from various channels including but not limited to chats, Social media, WhatsApp, incoming calls, and leads generated from campaigns.

The role involves processing inbound leads as well as following up on leads for conversion.

The Customer Relationship Officer plays a critical role in providing excellent customer service, building relationships with prospects, and facilitating the sales process.


Key Responsibilities:

Inbound Inquiry Management:
Handle inbound inquiries from various channels including chats,
WhatsApp, and incoming calls. Respond promptly to customer inquiries and provide accurate information about products and services.

Customer Engagement:
Engage with prospects to understand their needs, challenges, and objectives.
Build rapport and establish trust with customers through effective communication and relationship-building.

Follow-Up and Conversion:
Follow up on inbound leads to nurture relationships and move prospects through the sales funnel.

CRM Management:
Maintain accurate and up-to-date records of customer interactions, inquiries, and leads in the Customer Relationship Management (CRM) system.

Collaboration:

Collaborate closely with sales, marketing, and other relevant teams to coordinate inbound inquiry responses, share insights, and align efforts to maximize customer satisfaction and conversion rates.


Customer Service Excellence:
Provide exceptional customer service at every touchpoint, demonstrating professionalism, empathy, and responsiveness in all interactions with customers.

Reporting and Analysis:
Generate regular reports on inbound inquiry performance, including lead conversion rates, response times, and customer feedback. Analyze data to identify trends, assess performance, and make data-driven recommendations for improvement.
Perform other duties and responsibilities as assigned by the supervisor.

Qualifications and Experience:
Bachelor's degree in Business Administration, Sociology, Psychology, Sales, Marketing, Communication, or a related field.

Sales Skills:
Proficiency in sales principles, techniques, and methodologies, with a focus on relationship building, and solution-oriented sales strategies.

Excellent verbal and written communication skills, with the ability to effectively communicate with diverse stakeholders, including clients, partners, and internal teams.

Proven experience in customer service, sales support, or customer relationship management, preferably in a B2B environment.
Excellent interpersonal skills, with the ability to build rapport and establish relationships withcustomers.
Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools for inquiry management and documentation.
Results-oriented mindset with a focus on achieving targets and delivering high-quality outcomes.
Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple priorities effectively.

Adaptability and resilience to work in a fast-paced and dynamic environment, responding quickly to changing customer needs and business priorities.

Knowledge of sales processes and techniques, including lead qualification, objection handling, and closing strategies.
Ability to work independently and collaboratively within a team, demonstrating flexibility, creativity, and initiative in problem-solving and decision-making.
Commitment to providing exceptional customer service and maintaining professionalism at all times.

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