Customer Relations Officer  

Job Description: Customer Relations Officer

As a Customer Relations Officer, your primary responsibility is to nurture and maintain strong relationships between the company and its valued customers. You play a pivotal role in ensuring exceptional customer experiences, enhancing brand loyalty, and contributing to the overall success of the organization.

Key Responsibilities:

1. Customer Support and Communication:

• Respond promptly and professionally to customer inquiries, resolving issues, providing information, and addressing concerns via various communication channels, including email, chat, and phone.
• Maintain a courteous and empathetic approach to ensure a positive customer experience.

2. Order Management:

• Oversee order processing, tracking, and delivery to ensure accurate and timely fulfillment of customer orders.
• Address order-related issues such as discrepancies, delays, or returns, ensuring customer satisfaction.

3. Product Knowledge:

• Develop an in-depth understanding of the fashion products offered by the company, staying up-to-date with the latest trends and collections.
• Assist customers with product selection and styling suggestions to meet their needs.

4. Complaint Resolution:

• Handle customer complaints effectively, aiming to turn negative experiences into positive ones.
• Collaborate with relevant departments to address and resolve complex issues, providing comprehensive solutions.

5. Feedback Analysis:

• Gather and analyze customer feedback and suggestions to identify areas for improvement in products, services, or processes.
• Contribute to the enhancement of customer satisfaction through actionable insights.

6. Proactive Engagement:

• Initiate proactive outreach to customers for feedback, product reviews, and special promotions.
• Engage in personalized interactions to create a loyal customer base.

7. Data Management:

• Maintain accurate and organized customer records and interactions within the company's CRM system.
• Ensure data privacy and security compliance in all customer-related activities.

8. Cross-Functional Collaboration:

• Collaborate with various departments, including Marketing, Visual, Quality Control and Fulfillment, to streamline operations and improve customer experiences.
• Contribute to the development of marketing campaigns and promotions.

Qualifications:

• Bachelor's degree in a related field (Business, Marketing, Fashion Management, or similar).
• Excellent communication skills, both written and verbal.
• Strong empathy and problem-solving abilities.
• Proficiency in e-commerce platforms and customer relationship management (CRM) software.
• A passion for fashion and a good understanding of industry trends.
• This is an Onsite (face-to-face) work at the office.