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