Customer Relationship Representative (CRR) at Lovegrass Agro Processing, Ethiopia

A Customer Relationship Representative (CRR) is responsible for building and maintaining strong relationships with customers, ensuring high levels of satisfaction, and addressing their inquiries and concerns effectively.

Role Overview

The CRR acts as the primary point of contact between a company and its customers, ensuring a positive customer experience, resolving issues, and promoting loyalty.

Key Duties & Responsibilities

1. Customer Support & Service:

• Respond to customer inquiries via phone, email, chat, or in person
• Resolve customer complaints efficiently and professionally
• Provide product or service information and guidance
• Ensure a high level of customer satisfaction through prompt issue resolution

2. Relationship Management:

• Develop and maintain strong customer relationships
• Follow up with customers to ensure satisfaction and offer support
• Identify customer needs and suggest appropriate products/services
• Manage customer accounts and track interactions

3. Sales & Retention (if applicable):

• Upsell or cross-sell products/services based on customer needs
• Promote loyalty programs, discounts, or special offers
• Encourage repeat business and customer retention

4. Problem-Solving & Conflict Resolution:

• Handle customer complaints with professionalism and patience
• Escalate complex issues to the appropriate department when necessary
• Find solutions that meet both customer and company needs

5. Administrative & Reporting Duties:

• Maintain accurate customer records in CRM systems
• Generate reports on customer interactions and feedback
• Track customer satisfaction and suggest areas for improvement

Qualifications:

Educational Requirements & Experience:

• BA (minimum) in Customer Service Representative, Sales, Business Management, Marketing, Communications, or a related field (preferred)
• 1-3 years in customer service, sales, or a related field
• Experience working in call centers, retail, or FMCG is a plus
• Familiarity with CRM tools

Essential Skills:

 Language Skills

– Proficiency in Tigrigna (spoken and written) is desirable, Communication Skills, Interpersonal Skills, Problem-Solving, Patience, Time Management, Technical Skills (Experience with CRM software), Sales & Negotiation

Language Proficiency: 

• Tigrigna, Amharic, and English Language is Mandatory