Customer Relations Officer

Job Description

Purpose;

The Customer Relations Officer will be responsible for providing exceptional customer care support to our electric bike clients Portfolio, ensuring a positive experience and fostering long-term relationships to drive Adoption to Electric Mobility.

Responsibility

• Resolve customer complaints comprehensively, ensuring all issues are fully addressed and documented through the CRM Tool, and Other Resolution Trackers
• Attend all feedback touchpoints, including the call Center-Branch Connections, Branch walk-ins, WhatsApp, and email. Share weekly reports on key customer complaints to track progress and identify trends
• Provide timely feedback to customers regarding their queries and escalate any unresolved issues to management immediately
• Protect the company’s image by promptly alerting management to any negative feedback received
• Collaborate with internal teams, including insurance, collections, maintenance, and swap operations, Recovery etc. to ensure efficient resolution of client issues
• Update clients on new product developments during face-to-face interactions and via WhatsApp to keep them informed and engaged
• Maintain communication with clients in WhatsApp groups, actively engaging them to gain insights into their experiences with our electric bikes
• Build and nurture positive relationships with existing clients to drive referrals and enhance customer loyalty
• Follow up on potential clients and leads generated through call center inquiries to help close deals and assist the sales and marketing teams in driving sales
• Act as the go-to person for all EV product inquiries at the branch level, providing knowledgeable support and guidance
• Manage the EV Corner to educate all walk-in clients about our electric bikes and financing options, creating awareness and promoting our sustainability goals
  
  

Knowledge & Skills

Bachelor’s Degree/Diploma in Business Administration, Marketing, Communication, or a related field.

Experience

2+ years in customer service, client relations, or sales within the financial services or lending industry.

Experience in asset finance or electric mobility solutions is an added advantage.

Strong interpersonal and communication abilities, customer-focused mindset, and problem-solving skills.

Technical Skills:

• Understanding of financial products, particularly asset-based lending
• Proficiency in CRM systems and Microsoft Office Suite
• Knowledge of electric bike technology and market trends is a plus
• Valid driver’s license (Class B or equivalent) to facilitate field engagements
• Certification or training in customer service excellence (e.g., Customer Service Certification, CRM training)
• Willingness to travel locally for customer interactions and follow-ups