Client Relations Officer (CRO)

The Client Relations Officer (CRO) serves as the primary point of contact for clients, ensuring a positive experience at RKJMS, resolving complaints, and supporting brand management initiatives.

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.

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 or public relations.
• Proven track record of handling client engagement, complaint resolution, and brand management.