Customer Relationship Development Officer Agape Innovations

About Organisation:

Agape Innovations Limited is an agricultural company based in Uganda that is dedicated to empowering farmers with innovative and sustainable solutions. Our products, such as organic fertilizers and pest control solutions are designed to be affordable and effective to cater to the specific needs of African farmers.

Job Summary:   The Customer Relationship Development Officer focuses on building and maintaining positive relationships with customers, ensuring their needs are met, and fostering loyalty.

Key Duties and Responsibilities:

Relationship Management

Build Strong Customer Relationships:

• Actively engage with customers through phone calls, emails, and in-person visits.
• Understand their needs, preferences, and feedback to tailor solutions.

Customer Onboarding:

• Guide new customers through the onboarding process.
• Provide them with essential product/service information and answer questions.

Customer Retention:

• Identify at-risk customers and proactively address their concerns.
• Develop loyalty programs, offer special deals, or provide personalized service.

Communication and Feedback

Act as a Liaison:

• Serve as the primary contact between your business and customers.
• Ensure smooth communication and timely resolution of issues.

Collect Feedback:

• Regularly gather customer feedback to identify areas for improvement.
• Conduct surveys or organize feedback sessions.

Educate Customers:

• Inform customers about new products, services, or updates.
• Train customers on using your products.

Business Development

Identify Opportunities:

• Recognize upselling or cross-selling opportunities.
• Recommend additional products or services that align with customer needs.

Monitor Customer Satisfaction:

• Track customer satisfaction using metrics like Net Promoter Score (NPS).
• Implement initiatives to improve satisfaction and experience.

Expand Customer Base:

• Network and establish relationships with potential customers or partners.
• Attend events, trade fairs, or seminars to promote the business.

Reporting and Analysis

Maintain Customer Records:

• Update CRM systems with customer interactions, preferences, and feedback.
• Ensure all data is accurate and up-to-date.

Analyze Customer Data:

• Identify trends, customer behavior, and areas for service improvement.
• Provide reports and insights to management for strategic decision-making.

Track KPIs:

• Monitor key performance indicators like retention rate, satisfaction levels, and sales conversions.

Qualifications, Skills and Experience:

• Interpersonal Skills:
• Strong communication and empathy to engage with customers effectively.
• Problem-Solving Ability:
• Capable of resolving issues quickly and creatively.
• Sales or Marketing Knowledge:
• Understanding of customer acquisition and retention strategies.
• Analytical Skills:
• Ability to analyze customer data and provide actionable insights.
• Tech-Savvy:
• Familiarity with CRM software, communication tools, and reporting systems.

Deliverables

• Monthly reports on customer satisfaction and retention rates.
• Actionable feedback from customers to improve products or services.
• Growth in repeat customers and referrals.