Customer Relationship Officer

*Job Description: Customer Relationship Officer*

Company: Competitive Cracker

Position: Customer Relationship Officer

Employment Type: Full Time / Fixed Term

*1. Job Summary*

Competitive Cracker is looking for a confident and well-spoken Customer Relationship Officer to build and maintain strong relationships with students and prospective students. The role involves handling enquiries, guiding customers through our courses and services, following up on leads, and ensuring a smooth, satisfying experience from first contact to enrolment and beyond.

*2. Key Responsibilities*

A. Customer Handling & Support

Respond to calls, messages and enquiries from students and parents promptly and professionally.

Understand customer needs and explain courses, fees, features and benefits clearly.

Resolve queries and complaints, and escalate to the concerned team when required.

B. Lead Follow-up & Conversion

Follow up on leads and enquiries through calls, WhatsApp and email.

Convert enquiries into enrolments through effective communication and persuasion.

Support business development activities and help achieve enrolment and revenue targets.

C. Relationship Management

Maintain regular contact with existing students to ensure satisfaction and retention.

Collect feedback and share insights with the management and academic teams.

Encourage renewals, referrals and upgrades to other courses.

D. Records & Reporting

Maintain accurate customer and lead records in the CRM or Excel / Google Sheets.

Prepare daily and weekly reports on calls, follow-ups and conversions.

*3. Required Skills*

Excellent verbal and written communication skills in Malayalam and English.

Strong interpersonal, negotiation and persuasion skills.

Good understanding of sales, lead handling and customer service practices.

Ability to work towards targets and handle pressure.

Basic computer skills, including MS Office, Google Sheets and CRM tools.

Good listening skills, patience and a customer-first attitude.

*4. Educational Qualification*

Any degree / diploma.

*5. Required Experience*

Minimum 2 years of relevant experience in customer relations, sales, counselling or a similar field.

Experience as a Business Development Executive or in a similar role.

Experience in the edutech or insurance sector is preferred.

*6. Key Qualities*

Professional, friendly and presentable

Result-oriented and self-motivated

Good teamwork and time management

Honest, reliable and willing to learn