CRM & Customer Care Officer (Readvertised)

Position Overview

The CRM & Customer Care Officer serves as the primary custodian of Redfox's customer relationships, ensuring a consistent and professional experience across the full customer lifecycle from initial inquiry through after-sales support.

Key Responsibilities

• Register and onboard new customers accurately within the CRM system, ensuring all customer information is complete, verified, and properly categorized.
• Ensure CRM data integrity through regular audits, data cleansing, and compliance with company data management.
• Coordinate with other departments to ensure timely and effective resolution of customer issues.
• Track response and resolution times to ensure compliance and internal service standards and customer expectations.
• Monitor customer satisfaction
• Identify service trends, recurring issues, customer retention, satisfaction levels, and operational performance.
• Assist with planning and executing customer engagement activities
• Prepare monthly and quarterly reports on CRM performance, customer care KPIs, complaint resolution, customer retention and service quality.
• Maintain thorough understanding of the company products, services, projects, and processes to provide accurate information and effective customer support.