CRM and Customer Care Officer

Position Overview
The CRM & Customer Care Officer serves as the primary custodian of RedFox's customer relationships, ensuring a consistent and professional experience across the full customer lifecycle from initial inquiry through after-sales support. 

Key Responsibilities

• Register and onboard new customers accurately within the CRM system, ensuring all customer information is complete, verified, and properly categorized.

• Ensure CRM data integrity through regular audits, data cleansing, and compliance with company data management standards.

• Maintain consistent engagement with existing customers.

• Coordinate with Sales, Engineering, Procurement, Finance, and Technical Support teams to ensure timely and effective resolution of customer issues.

• Track response and resolution times to ensure compliance with internal service standards and customer expectations.

• Monitor customer satisfaction.

• Identify service trends, recurring issues, customer concerns, and at-risk accounts, escalating critical matters to management with recommended actions.

• Generate regular CRM reports on customer activities, service requests, customer retention, satisfaction levels, and operational performance.

•  Assist with planning and executing customer engagement initiatives

•  Prepare monthly and quarterly reports on CRM performance, customer care KPIs, complaint resolution, customer retention, and service quality. 

• Maintain a thorough understanding of the company's products, services, projects, and processes to provide accurate information and effective customer support.