Customer Relations Assistant

Java House is looking for a motivated and customer-focused Customer Relations Assistant to enhance our customers' experience and maintain our reputation for excellent service. The ideal candidate will have experience in the FMCG sector, proficiency in CRM tools, and strong interpersonal skills to ensure customer satisfaction and loyalty.

Key Responsibilities

1. Customer Engagement

   • Respond promptly to customer inquiries and complaints via email, phone, and in-person interactions.
   • Maintain a positive, empathetic, and professional attitude toward customers at all times.
   • Act as the first point of contact for customer concerns and escalate issues as necessary.

2. Customer Relationship Management (CRM)

   • Utilize CRM tools to track, manage, and analyze customer interactions and data.
   • Maintain and update customer records to ensure accuracy and efficient service delivery.
   • Provide insights and reports on customer feedback to improve services.

3. Sales Support and Marketing

   • Support sales and promotional campaigns by engaging with customers and providing information about new products and offers.
   • Assist in implementing customer loyalty programs and initiatives.

4. Feedback Management

   • Collect and document customer feedback to identify trends and areas for improvement.
   • Liaise with relevant departments to resolve recurring customer issues.

5. Administrative Duties

   • Prepare reports on customer interactions and satisfaction metrics.
   • Maintain organized records of communications and transactions.

Qualifications and Requirements

• Diploma or degree in Business Administration, Sales and Marketing, Public Relations, or a related field.
• At least 2 years of experience in customer relations, preferably in the FMCG sector.
• Familiarity with CRM systems and proficiency in ICT tools.
• Certification in customer service is an added advantage.
• Strong problem-solving, organizational, and communication skills.
• Ability to multitask and work effectively under pressure in a fast-paced environment.

Preferred Skills

• A passion for delivering exceptional customer experiences.
• Strong analytical skills to interpret customer data and feedback.
• Creative thinking to contribute to customer engagement strategies.