Customer Relationship Officer - Lagos, Nigeria - County Finance Limited

Description

Primary Goal

• To cultivate and maintain strong, lasting relationships with clients to drive customer satisfaction, increase customer loyalty, enhance brand reputation, maximize customer lifetime value, reduce customer churn, and drive business growth.

Responsibilities

• Building and maintaining relationships with clients through regular communication, meetings, and follow-up interactions to understand their needs and preferences.
• Assisting clients with inquiries, requests, or issues related to products or services, providing accurate information and guidance to ensure satisfaction.
• Facilitating the onboarding process for new clients.
• Implementing strategies to retain existing clients, such as personalized follow-ups, proactive outreach to address potential issues or concerns
• Identifying opportunities to cross-sell or up-sell additional products or services to existing clients based on their needs and interests.
• Gathering feedback from clients regarding their experiences, satisfaction levels, and suggestions for improvement as well as relaying this information to relevant departments and management for actions.
• Addressing client complaints, concerns, or escalations in a timely and effective manner, working to find solutions and prevent occurrence.
• Maintaining accurate records of client interactions, transactions, and communications on the database for future reference and analysis.
• Monitoring industry trends, competitor activities, and client feedback to identify opportunities for improvement and innovation in products or services.
• Collaboration with other departments such as marketing, credit, and operations to ensure a seamless and cohesive client experience.
• Ensuring compliance with regulatory requirements and company policies in all client interactions and communications.
• Continuously updating knowledge and skills through training programs, workshops, or self-study to enhance effectiveness in the role.
• Perform other related duties as assigned by the management.

Requirements

• First Degree in any relevant course of study with a minimum qualification of second class lower.
• A minimum of one year experience as a CRO within the financial service industry is essential.
• Ideal candidate must be residing in Lagos and based within the Ogba-Ikeja axis or its environs.

Behavioral Expectation:

• Excellent communication and networking skills.
• Empathy and patience.
• Problem-solving abilities.
• Product knowledge.
• Professionalism.
• Attention to detail.
• Adaptability.
• Follow-up-and-follow-through.
• Team collaboration.
• Continuous learning.