Customer Relations Officer

About the Role

We are seeking a dedicated and disciplined Customer Relations Officer to join our team at Folksco Technologies Private Limited in Chennai. This role focuses on managing devotee inquiries, guiding them through selecting appropriate Vedic rituals and spiritual services, nurturing long-term relationships, and driving revenue through effective follow-ups. This position involves much more than routine customer support or telecalling—it requires ownership of the devotee’s journey from initial contact through registration and service fulfillment.

Key Responsibilities

• Respond swiftly and professionally to enquiries via phone, WhatsApp, email, website, and CRM platforms.
• Understand devotee requirements to recommend suitable Vedic rituals, homams, consultations, and spiritual services.
• Clearly explain service details, benefits, scheduling, packages, and participation procedures.
• Convert qualified leads into confirmed registrations and payment completion.
• Maintain consistent follow-up without overwhelming or disturbing devotees.
• Establish trusting, ongoing relationships with both new and existing devotees.
• Engage existing devotees regarding renewals, recurring rituals, birth-star services, annual events, and upcoming programmes.
• Spot opportunities for cross-selling and upselling based on devotees’ genuine needs.
• Ensure accurate documentation of lead status, follow-up schedules, conversation notes, and payments in CRM.
• Prevent missed enquiries or follow-ups by thorough tracking.
• Collaborate with Marketing, Ritual Operations, and Accounts teams for seamless service delivery.
• Collect complete Sankalpam and participant details promptly before deadlines.
• Confirm registrations, livestream access, reports, recordings, and other deliverables with devotees.
• Address routine concerns and resolve service issues professionally.
• Escalate complex or high-priority issues to the CRM Manager as needed.
• Uphold confidentiality of devotee data and organizational information.
• Meet assigned targets for conversion, revenue, retention, and follow-ups.
• Provide succinct daily and weekly performance reports.

Candidate Profile

• 2 to 5 years of experience in customer relationship management, inside sales, telesales, client servicing, or similar customer success roles.
• Excellent verbal and written communication skills in English and Tamil; proficiency in additional Indian languages is considered an advantage.
• Proven experience managing and converting enquiries through calls and WhatsApp.
• Strong aptitude for attentive listening, consistent follow-up, and fostering meaningful relationships.
• Confident in professionally discussing service offerings and managing payment discussions.
• Ability to communicate politely and effectively with both Indian and international devotees.
• Basic proficiency with CRM software, WhatsApp, email, and spreadsheet tools like Excel or Google Sheets.
• High attention to detail when recording critical data including names, dates, payments, and Sankalpam information.
• Patience, emotional maturity, and a commitment to service.
• Goal-oriented with the ability to take ownership of outcomes and responsibilities.
• Strong ethical standards, discretion, and respect for confidential information.
• Experience in sectors such as spiritual services, wellness, healthcare, hospitality, education, astrology, or related client-focused service industries is desirable.

Performance Metrics

• Lead response time and timely completion of follow-ups.
• Conversion rates from enquiry to confirmed registrations.
• Individual revenue targets attainment.
• Customer retention through repeat bookings and renewals.
• Growth in client relationships via cross-selling.
• Accuracy and completeness of CRM data.
• Successful payment follow-up and closure.
• Positive devotee feedback and satisfaction.
• Effective coordination with internal teams.

Role Success Expectations (3–6 months)

• Timely contact and update on all assigned enquiries.
• Consistent completion of scheduled follow-ups.
• Consistent achievement of lead conversion and revenue goals.
• Relevant, personalised communication with existing devotees.
• Growth in repeat registrations and renewals.
• Maintenance of accurate, up-to-date CRM records.
• Professional handling and swift resolution of devotee concerns.
• Minimal need for managerial reminders regarding routine duties.

Organizational Values

At Folksco Technologies, we serve global devotees with authentic Vedic spiritual services. We uphold values of devotion, ownership, integrity, discipline, respect, service, and excellence. We seek candidates who blend sales expertise with sincere care, spiritual sensitivity, and professional discipline.