Job description for Customer Relation Officer at PT Solusi Cuci Nusantara
Customer Relation Officer is responsible for managing daily communication with users and customers to ensure positive service experience, increase user engagement, and support customer retention. The role includes welcoming new users, introducing promotions, following up on user feedback, and assisting in handling customer inquiries and complaints to maintain strong relationships with customers and business partners.
Key Responsibiities:
1. User Engagement & Retention
• Welcome and guide new users in understanding the company’s services and offerings.
• Introduce ongoing promotions, programs, and service updates to users.
• Maintain regular communication with users to improve engagement and satisfaction.
• Support initiatives that aim to increase user retention and loyalty.
2. Daily User Communication
• Communicate with users through available communication channels such as WhatsApp, phone calls, or digital platforms.
• Build positive relationships with users through responsive and professional interactions.
• Monitor user feedback and communicate important insights to the internal team.
• Ensure users receive timely information related to services, promotions, or updates.
3. Customer Inquiry & Complaint Handling
• Respond to customer inquiries regarding services, orders, promotions, and company policies.
• Handle user complaints in a professional, patient, and solution-oriented manner.
• Coordinate with relevant internal teams to resolve customer issues efficiently.
• Maintain proper records of customer interactions and problem resolutions.
4. User Feedback & Service Improvement
• Collect and document user feedback regarding service quality and customer experience.
• Provide input and suggestions to improve user experience and operational processes.
• Assist the team in identifying trends in customer concerns or satisfaction levels.
5. Reporting & Documentation
• Maintain records of user interactions, follow-ups, and service cases.
• Prepare simple reports related to user activity, inquiries, and complaint handling.
• Support management with insights related to customer experience and retention performance.
