Customer Relationship Officer (CRO)

Job Description:

(Female candidate only)
Location: Maninagar, AhmedabadDepartment: Customer Service & Operations
Reports To: Service Manager / Operations Head

Overview:

The Customer Relationship Officer (CRO) at the HVAC Service Center is responsible
for managing customer interactions, service requests, complaint handling, scheduling
service calls, and ensuring smooth coordination between customers and service engineers.
This role requires excellent communication skills, problem-solving abilities, and a proactive
approach to customer satisfaction and service efficiency.
The CRO will also be responsible for tracking service performance, generating reports,
and maintaining data for management analysis, ensuring continuous improvement in
customer service operations.

Key Responsibilities:
1. Customer Service & Complaint Handling (Top Priority - Daily Tasks)
● Handle incoming calls, emails, and messages related to service requests,
complaints, and inquiries.
● Register customer complaints in the CRM system and provide initial troubleshooting
solutions.
● Schedule technicians for service visits based on urgency and availability.
● Ensure prompt follow-up with customers regarding complaint resolution.
● Maintain polite and professional communication at all times.
2. Service Scheduling & Coordination (Daily Tasks)
● Assign service Technicians for preventive and corrective maintenance calls.
● Optimize technician schedules for efficient time and resource utilization.
● Coordinate with the spare parts and procurement team to ensure parts availability.
● Update customers about appointment confirmation and rescheduling if needed.
3. Billing & Payment Follow-Up (Daily & Weekly Tasks)
● Generate service bills and invoices for completed work.
● Follow up with customers for pending payments and warranty claims.
● Coordinate with the accounts team for accurate billing and payment records.
4. Data Entry & CRM Updates (Daily & Weekly Tasks)

● Update service requests, customer feedback, and work completion status in the CRM
system.
● Ensure that all customer records and job history are maintained properly.
● Regularly update the customer database with new inquiries and leads.
5. Customer Feedback & Satisfaction Survey (Weekly & Monthly Tasks)
● Collect customer feedback after each service visit and maintain records.
● Identify common service issues and suggest improvements to the management.
● Prepare customer satisfaction reports and recommend actions for service
enhancement.
6. Reporting & Documentation (Daily, Weekly & Monthly Tasks)
● Daily Reports:
○ Total customer inquiries received
○ Number of service complaints registered
○ Service calls completed and pending
○ Revenue collected from service charges
● Weekly Reports:
○ Service response time and resolution status
○ Payment follow-ups and outstanding amounts
○ Technician performance and service efficiency
● Monthly Reports:
○ Overall customer satisfaction rating
○ Trends in common service issues and complaints
○ Summary of revenue generated from service center operations
○ Recommendations for process improvements
7. Marketing & Lead Generation (Monthly & Quarterly Tasks)
● Promote AMC (Annual Maintenance Contract) plans to existing customers.
● Identify potential new customers and share service offerings.
● Assist in planning seasonal HVAC maintenance campaigns to drive revenue.
8. Team Coordination & Process Improvement (Quarterly Tasks)
● Conduct internal meetings with the service and technical team to discuss
challenges.
● Provide insights for improving customer experience and operational efficiency.
● Work closely with the procurement team to ensure smooth spare parts availability.
In summary, key responsibilities are:
● Handle service calls, complaints, and schedule technicians.
● Maintain CRM records and customer databases on a daily basis.
● Follow up on service completion and payments.
● Generate daily, weekly, and monthly service reports and daily reporting.

● Collect customer feedback and suggest improvements.
● Support AMC campaigns and coordinate with internal teams.
● Bring the issues related to the map routing and service team to management’s
attention at the right time.
● Quarterly self-performance review.
Qualifications & Experience:
● Education: Bachelor’s degree (B.A./B.Com.) or Diploma in Customer Service/Business
Administration.
● Experience: 0-2 years in customer service, sales coordination, or HVAC service
industry.
● Software Proficiency: CRM software, MS Office (Excel, Word, PowerPoint).
● Skills Required:
○ Strong communication and interpersonal skills
○ Problem-solving and customer-handling abilities
○ Organizational and time management skills
○ Basic knowledge of HVAC services (preferred)

Work Environment:
● Work Mode: Office-based with customer interactions via phone/email.
● Reporting Structure:
○ Daily Reporting: Service Manager
○ Weekly Reporting: Operations Head
○ Monthly Reporting: Management