Customer Relationship Officer

Job Description
We are looking for a customer-centric and detail-oriented Customer Relationship Officer with a minimum of 2 years of experience in customer service and relationship management. The candidate should have excellent email writing and verbal communication skills, along with familiarity with the Salesforce platform for managing customer interactions and tracking queries.
Key Responsibilities

• Handle customer queries and complaints through emails, live chats, and phone calls, ensuring timely and professional responses.
• Understand customer concerns, identify the root cause of issues, and provide appropriate resolutions in line with Helios policies.
• Draft clear, professional, and grammatically correct customer emails with a customer-centric approach.
• Use the Salesforce platform to log customer queries, create and update cases, maintain accurate customer interaction records, and track resolution status.
• Monitor open cases in Salesforce, follow up with the concerned internal teams, and ensure timely resolution of customer issues.
• Update case notes, document customer interactions, and maintain accurate records of actions taken and commitments made.
• Possess a thorough understanding of Helios policies related to exchanges, returns, refunds, order status, delivery, and cancellations.
• Communicate company policies clearly and empathetically while ensuring compliance with established procedures.
• Coordinate with internal teams to resolve customer concerns and provide regular updates on pending requests.
• Manage multiple customer queries efficiently while maintaining service quality, accuracy, and customer satisfaction.
• Identify recurring customer issues and communicate feedback to the relevant teams to improve service processes.
• Ensure adherence to customer service standards, response timelines, and quality guidelines.

Required Skills and Qualifications

• Minimum 3-5 years of experience in customer service or customer relationship management.
• Bachelor's Degree
• Excellent written and verbal communication skills.
• Strong email writing, chat handling, and telephone etiquette.
• Familiarity with Salesforce CRM for case management, customer record updates, and query tracking.
• Good understanding of customer service processes, policies, and procedures.
• Strong problem-solving, listening, and customer-handling skills.
• Ability to handle difficult customer situations with patience, empathy, and professionalism.
• Proficiency in managing multiple tasks while maintaining attention to detail.

Preferred Candidate Profile
A proactive, empathetic, and customer-focused professional who can balance customer satisfaction with company policies, effectively use Salesforce to manage customer cases, and deliver a consistent and high-quality customer experience in line with Helios service standards.