Customer Liaison Officer
Customer Liaison Officer
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Job Description
The Customer Liaison Officer will serve as the primary point of contact for customers handling enquiries resolving issues and ensuring a positive experience throughout the customer journey. This role requires strong communication skills empathy and the ability to build rapport with customers while effectively representing the companys interests.
Duties and Responsibilities:
Customer Interaction and Support:
- Act as the main point of contact for customers responding to inquiries requests and concerns via phone email or inperson meetings.
- Provide timely and accurate information to customers regarding products services pricing billing and any other relevant queries.
- Assist customers in resolving issues or complaints by investigating the root cause liaising with internal departments and implementing appropriate solutions.
- Always maintain a professional and courteous demeanour ensuring that customers feel valued and respected in their interactions with the company.
Relationship Building:
- Build and nurture strong relationships with customers to understand their needs preferences and expectations.
- Proactively engage with customers to gather feedback address concerns and identify opportunities for improvement.
- Collaborate with sales and account management teams to identify upsell or crosssell opportunities and promote additional products or services to existing customers.
Record Keeping and Documentation:
- Keep detailed records of customer interactions inquiries complaints and resolutions in the companys CRM system or database.
- Generate reports and summaries of customer feedback trends and issues for review by management and relevant stakeholders.
- Ensure that all customer data and information are handled securely and in compliance with data protection regulations.
Process Improvement:
- Identify opportunities to streamline and improve customer service processes and procedures to enhance efficiency and effectiveness.
- Work collaboratively with crossfunctional teams to implement changes and enhancements that positively impact the customer experience.
- Stay updated on industry best practices trends and emerging technologies related to customer service and incorporate relevant insights into service delivery.
Customer Education and Outreach:
- Develop and distribute educational materials tutorials and resources to help customers maximize the value of products or services.
- Conduct outreach campaigns to inform customers about new features updates promotions or events that may be of interest to them.
- Participate in customerfocused events seminars or webinars to engage with customers and provide valuable insights and support.
Skills and Experience:
- Bachelors degree in business administration Marketing Communications or related field (or equivalent work experience).
- Proven experience in customer service client relations or a similar role preferably in a customerfacing environment.
- Excellent communication skills both verbal and written with a strong ability to empathize and convey information clearly and effectively.
- Strong problemsolving and decisionmaking abilities with a proactive and solutionoriented mindset.
- Proficiency in using CRM software Microsoft Office Suite and other relevant tools.
- Ability to work independently prioritize tasks and manage time effectively in a fastpaced environment.
- A positive attitude resilience and a commitment to delivering exceptional customer service.
What We Value
We value our commitment to each other summed up in our five values we all sign up to these. We care about safety. We lead with integrity. We strive to be better every day. We make a positive impact. We deliver to grow. We are one company united.
Our Aim & Vision at OCU
To be the UKs leading energy transition and utilities contractor.
We are committed to leading the way in utilities and energy transition contracting our mission is to innovate and deliver sustainability. At OCU our passion for addressing complex challenges brings new standards of growth in our people and capabilities.
Employment Type
Full Time
