Female Customer Relationship Officer

Company Introduction:

i9 SoftTech is a Digital Solutions Company based in Al Nahda 2, Dubai. It is under the management of the owner of i9 Education Australia. The core function of i9 SoftTech is to deliver innovative technology services that support and enhance the operations of i9 Education.

Job Description:

We are looking for a Female Customer Relationship Officer to work full time on site. The ideal candidate must have strong spoken English, confidence in telephonic communication, and hands on experience using HubSpot workflows and CRM software. The role involves working closely with internal stakeholders to manage lead funneling, conduct structured follow ups, perform outbound cold calling, and re-engage previous contacts to support organisational growth.

The Package:

• Salary: Range AED 6,000 to 8,000 subject to the qualifications and experience
• Health Insurance: As per Dubai Government Directives.
• Annual Leaves: 30 calendar days per year (Pro rata)
• Working days: 5 days a week (Saturday and Sunday off)
• Working hours: 8 hours per day
• Timings: 5:00 AM to 1:00 PM (to align with Australian business hours)

Job Responsibilities:

As a Customer Relationship Officer, you will play a key role in building and maintaining strong client relationships while supporting business growth. Your main duties will include:

• Manage inbound and outbound lead follow up, including structured cold calling and re-engagement.
• Conduct timely follow-ups after service consultations or meetings to strengthen conversion outcomes.
• Re-engage previous contacts and maintain long term relationship records.
• Maintain accurate CRM data, notes, and activity logs after every interaction.
• Maintain and update the CRM pipeline to ensure accurate lead tracking and conversion monitoring.
• Monitor lead-to-client conversion rates and identify opportunities to improve the lead management process.
• Prepare daily performance dashboards covering leads/conversions, cancellations, and staffing hours.
• Track daily capacity and utilisation changes across service locations/teams and raise early alerts to management on demand decline.
• Review rosters and labour hours to ensure staffing aligns with demand and budget targets, and escalate staffing cost anomalies or customer issues promptly.
• Coordinate internally to ensure smooth communication flow and task completion.
• Support service managers/teams to improve consultation quality, follow-up discipline, and consistent customer experience.