CRO (Client Relations Officer)
Summary
Manages client and trainer relationships for an education service, handling admissions, fee collection, and service quality while coordinating with sales and operations teams.
• Review and assess assessment reports to understand client needs accurately.
• Communicate effectively with parents to confirm admissions and address any inquiries they may have.
• Facilitate the search for suitable trainers and allocate them to clients based on their requirements.
• Collaborate closely with Area Sales Officers and Operations Growth Associates to optimise client satisfaction.
• Calculate and collect admission fees and tuition fees accurately and on time.
• Address concerns raised by trainers and parents, resolving them promptly and efficiently.
• Ensure accurate calculation and timely payment of trainer fees to maintain trainer satisfaction.
• Report day-to-day activities to the Customer Relationship Manager (CRM) for performance evaluation.
• Track and update attendance records to monitor client engagement effectively.
• Monitor trainers to ensure compliance with INTERVAL's terms and conditions and maintain service quality.
• Evaluate trainers and analyse their training needs to enhance service delivery.
• Manage student and trainer data efficiently and confidentially.
• Implement strategies to retain existing students by providing exceptional service, addressing their needs promptly, and identifying opportunities to upsell additional services based on assessment reports.
Requirements
- Communication
- Customer Relationship Management
- Coordination
- Problem-Solving
- Time Management
- MS Excel & CRM
- Data Management
- Attention to Detail
- Teamwork
- Multitasking
- Decision-Making
- Customer Service Orientation