Senior Customer Relationship Officer

Role summary The Senior CRM Officer is responsible for overseeing daily CRM operations while actively managing customer relationships, service requests, complaints, and retention initiatives. The role combines operational execution with coordination responsibilities to ensure timely resolution of customer issues, effective cross-functional collaboration, accurate CRM data management, and continuous improvement of the overall customer experience. The position plays a key role in strengthening customer loyalty, supporting business growth, and maintaining high service standards within UA Telecom. Department Mission To deliver an exceptional customer experience by providing responsive, professional, and solution-oriented customer relationship management, ensuring service excellence, customer retention, operational efficiency, and long-term customer satisfaction across all service touchpoints. Duties and responsibilities Customer Relationship Management Deliver professional, timely, and customer-focused support through phone, email, online platforms, and in-person interactions. Manage customer inquiries, complaints, requests, and escalations, ensuring timely resolution and complete customer satisfaction. Monitor all CRM/UCRM tickets and ensure proper follow-up until closure after customer confirmation. Maintain regular communication with customers regarding technical outages, maintenance activities, billing matters, and service updates. Promote customer retention by proactively addressing service concerns and identifying opportunities to improve customer satisfaction. Generate sales opportunities through existing customers by identifying upselling, cross-selling, and renewal opportunities. CRM Operations Oversee daily CRM operational activities and ensure compliance with internal service standards and response timelines. Maintain accurate customer records, contracts, documentation, and service information within the CRM system. Coordinate contract renewals, amendments, suspensions, terminations, and customer lifecycle activities. Ensure customer information remains complete, accurate, and up to date. Prepare and maintain customer service reports, complaint analysis, retention reports, and CRM performance statistics. Coordination & Team Support Coordinate closely with Technical, NOC, Sales, Finance, Billing, and Field Operations to ensure prompt issue resolution. Monitor CRM workload and assist in prioritizing customer cases to meet service level expectations. Support, guide, and mentor junior CRM team members while promoting customer service best practices. Escalate critical customer issues to management when required and recommend appropriate corrective actions. Customer Experience & Continuous Improvement Analyze customer feedback, surveys, complaints, and service trends to identify improvement opportunities. Recommend initiatives to enhance customer experience, service quality, and customer retention. Assist in developing CRM procedures, service standards, and customer communication practices. Maintain confidentiality of customer and company information at all times. Perform other CRM-related duties assigned by management. Job requirements Bachelor's degree in Business Administration, Marketing, Management, Information Technology, or a related field. Minimum 3–5 years of progressive experience in Customer Relationship Management, Customer Service, Account Management, or Sales within an ISP, Telecommunications, ICT, or similar service-oriented industry. Demonstrated experience coordinating customer operations and handling customer escalations. Strong understanding of CRM systems, customer lifecycle management, and customer retention strategies. Excellent communication and interpersonal skills. Strong analytical, problem-solving, and decision-making abilities. Ability to coordinate effectively with cross-functional teams. Excellent organizational and time management skills. Customer-centric mindset with the ability to manage multiple priorities in a fast-paced environment. Proficiency in Microsoft Office and CRM applications. Fluency in English, Dari, and Pashto. Key Competencies Customer Relationship Management Customer Complaint Resolution Customer Retention CRM Operations Service Excellence Cross-functional Coordination Communication & Negotiation Leadership & Team Support Problem Solving Reporting & Analysis Time Management Professional Ethics & Confidentiality