The primary duties of a Customer Liaison Officer center on acting as the main point of contact for customers, delivering support, resolving issues, and ensuring a positive overall customer experience.[1]
- Act as the primary contact point for customers by responding to inquiries and concerns via phone, email, or in-person meetings.[1]
- Provide timely and accurate information regarding products, services, billing, and company policies.[1]
- Investigate the root cause of customer complaints, liaise with internal teams, and facilitate appropriate solutions.[1]
- Maintain a professional, empathetic, and courteous demeanor to ensure customers feel valued.[1]
- Proactively build and nurture relationships to understand customer needs, gather feedback, and identify improvement opportunities.[1]
- Coordinate with other departments to resolve customer issues and escalate unresolved matters as needed.[3]
- Prepare and keep detailed records of customer interactions, inquiries, complaints, and resolutions using CRM systems.[1][3]
- Monitor and report on customer satisfaction levels, trends, and issues to management.[3]
- Follow up to ensure issues are resolved and customers remain satisfied.[3]
- Process customer orders, returns, refunds, and exchanges.[3]
- Contribute to the development and implementation of customer service policies and procedures.[3]
- Assist in preparing documentation and materials for customer service functions or training.[3]
- Maintain compliance with data protection and company quality procedures.[5]
- Monitor customer commitments and keep customers informed of progress or changes.[5]
- Relay important information to internal stakeholders during incidents or operational risks.[5]
- Gather, provide, and act on customer feedback to enhance products and services.[3]
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