Customer Relationship Officer

Competitive Cracker; Ernakulam; On-site; INR 300,000 - 480,000; Full time

Job summary

Competitive Cracker is seeking a proactive Customer Relationship Officer to engage with students and parents, explain courses, and guide enquiries from first contact to enrolment. The role emphasizes excellent communication in Malayalam and English, patience, and a customer-first approach.

You will handle calls, messages, and lead follow-ups, maintain CRM records, and contribute to achieving enrolment targets while delivering a smooth, positive experience across touchpoints.

Qualifications

• Minimum 2 years of relevant experience in customer relations or sales.
• Experience in edutech or insurance sector preferred.
• Fluent in Malayalam and English.
• Comfortable achieving targets and handling pressure.

Responsibilities

• Respond to calls and enquiries from students and parents promptly.
• Explain courses, fees, features and benefits clearly.
• Resolve queries and escalate when needed.
• Follow up on leads via calls, WhatsApp and email.
• Convert enquiries into enrolments through effective communication.
• Maintain CRM records and prepare reports.

Skills

Verbal communication

Written communication

Interpersonal skills

Negotiation

Lead handling

Customer service

Target oriented

MS Office

CRM tools

Active listening

Tools

MS Office

CRM tools

Google Sheets

Job description

Job Description: Customer Relationship Officer

Company: Competitive Cracker

Position: Customer Relationship Officer

Employment Type: Full Time / Fixed Term

1. Job Summary

Competitive Cracker is looking for a confident and well-spoken Customer Relationship Officer to build and maintain strong relationships with students and prospective students. The role involves handling enquiries, guiding customers through our courses and services, following up on leads, and ensuring a smooth, satisfying experience from first contact to enrolment and beyond.

2. Key Responsibilities

• Respond to calls, messages and enquiries from students and parents promptly and professionally.
• Understand customer needs and explain courses, fees, features and benefits clearly.
• Resolve queries and complaints, and elevate to the concerned team when required.
• Follow up on leads and enquiries through calls, WhatsApp and email.
• Convert enquiries into enrolments through effective communication and persuasion.
• Support business development activities and help achieve enrolment and revenue targets.

C. Relationship Management

• Maintain regular contact with existing students to ensure satisfaction and retention.
• Collect feedback and share insights with the management and academic teams.
• Encourage renewals, referrals and upgrades to other courses.

D. Records & Reporting

• Maintain accurate customer and lead records in the CRM or Excel / Google Sheets.
• Prepare daily and weekly reports on calls, follow-ups and conversions.

3. Required Skills

• Excellent verbal and written communication skills in Malayalam and English.
• Strong interpersonal, negotiation and persuasion skills.
• Good understanding of sales, lead handling and customer service practices.
• Ability to work towards targets and handle pressure.
• Basic computer skills, including MS Office, Google Sheets and CRM tools.
• Good listening skills, patience and a customer-first attitude.

4. Educational Qualification

5. Required Experience

• Minimum 2 years of relevant experience in customer relations, sales, counselling or a similar field.
• Experience as a Business Development Executive or in a similar role.
• Experience in the edutech or insurance sector is preferred.