Client Relations Officer (CRO)

Job Detail

Key Responsibilities

Client Engagement & Experience Management

Serve as the primary point of contact for clients, ensuring a seamless and positive experience at RKJMS.
Develop and implement client engagement strategies to enhance satisfaction and retention.
Act as a liaison between clients and internal teams to ensure prompt resolution of concerns and service improvements.
Conduct regular client satisfaction surveys and analyze feedback to identify areas for improvement.

Client Feedback & Complaint Resolution

Establish and manage effective feedback channels, including in-person, phone, email, and social media.
Address client inquiries, concerns, and complaints professionally and promptly, ensuring resolution within set timelines.
Maintain a record of client feedback and escalate unresolved issues to the appropriate departments for action.
Monitor trends in client complaints,prepare a monthly report and recommend solutions to prevent recurring issues.

Reporting & Performance Analysis

Prepare and present reports on client feedback, engagement initiatives, and public relations activities.
Analyze key performance metrics related to client satisfaction and brand perception.
Provide recommendations to senior management based on data-driven insights.

Job Requirements: Education & Professional Background

Bachelor’s degree in public relations, communications, or a related field.
Certification in Customer Relations, Public Relations, or Stakeholder Engagement.

Work Experience

Minimum of 5 years of experience in client relations and public relations
Proven track record of handling client engagement, complaint resolution, and brand management.

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