Customer service & Outreach Officer

American Lycetuff DNK School System; Lahore; On-site; PKR 600,000 - 900,000; Full time

Job summary

American Lycetuff DNK School System in Lahore seeks a customer relations and outreach coordinator to manage inquiries and maintain positive relationships with clients and partners. The role involves outreach activities, data upkeep, and collaboration across departments.

The ideal candidate has a BA in a related field and 1–3 years of experience in customer service or stakeholder management, with strong communication skills and the ability to coordinate multiple projects.

Qualifications

• Bachelor's degree in related field such as Business Administration, Marketing or Communications.
• 1–3 years of experience in customer service, client relations, outreach, sales coordination, or stakeholder management.

Responsibilities

• Respond to customer inquiries, complaints, and requests via calls, emails, messages, and in-person interactions.
• Maintain professional relationships with customers, parents, partner institutions, and other stakeholders.
• Provide accurate information regarding organizational services, projects, programs, and initiatives.
• Address customer concerns promptly and escalate unresolved issues to relevant departments.
• Maintain records of customer interactions, complaints, feedback, and resolutions.
• Conduct outreach through calls, emails, meetings, visits, campaigns, and events.
• Coordinate meetings, presentations, visits, and other engagement activities with stakeholders.
• Prepare customer feedback summaries and progress updates for management.

Skills

Communication

Coordination

Relationship management

Problem-solving

Education

Bachelor's degree in Business Administration

Job description

Job Purpose

To manage customer inquiries, maintain positive relationships with clients and stakeholders, conduct outreach activities, and support the smooth execution of organizational projects and initiatives. The role requires excellent communication, coordination, problem-solving, and relationship management skills.

Key Responsibilities

• Respond to customer inquiries, complaints, and requests through calls, emails, messages, and in-person interactions.
• Maintain professional relationships with customers, parents, partner institutions, organizations, and other stakeholders.
• Provide accurate information regarding organizational services, projects, programs, and initiatives.
• Address customer concerns promptly and escalated unresolved issues to the relevant department or management.
• Maintain records of customer interactions, complaints, feedback, and resolutions.
• Conduct follow-ups to ensure customer satisfaction and timely resolution of issues.
• Identify opportunities to improve customer experience, service quality, and stakeholder engagement.
• Conduct outreach through calls, emails, meetings, visits, campaigns, and events.
• Identify and engage potential clients, partners, institutions, and relevant organizations.
• Support partnership development, networking, and relationship-building initiatives.
• Maintain and update databases of customers, contacts, prospective partners, and outreach activities.
• Coordinate meetings, presentations, visits, and other engagement activities with relevant stakeholders.
• Assist in planning and executing outreach campaigns, awareness sessions, workshops, and promotional activities.
• Coordinate with internal departments to ensure timely responses and effective service delivery.
• Prepare customer feedback summaries, outreach reports, and progress updates for management.
• Monitor outreach activities, customer satisfaction, follow-ups, and assigned performance targets.
• Maintain professional communication and uphold the organization's image in all customer and stakeholder interactions.
• Ensure proper documentation, confidentiality, and accurate record-keeping.
• Perform any additional customer service, relationship management, outreach, or project-related duties assigned by management.

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Public Relations, or a related field.
• 1–3 years of relevant experience in customer service, client relations, outreach, sales coordination, or stakeholder management.
• Fresh graduates with strong communication and interpersonal skills may also be considered.

Key Performance Indicators (KPIs)

• Customer satisfaction and feedback ratings.
• Timely resolution of customer inquiries and complaints.
• Effectiveness of customer follow-ups and relationship management.
• Number and quality of outreach activities completed.
• Achievement of assigned outreach and engagement targets.
• Accuracy of customer records and reporting.
• Quality of coordination with internal departments and external stakeholders.
• Contribution to partnership development and organizational project outcomes.