Role overview

• RKJMS is seeking to hire a highly skilled and proactive Client Relations Officer (CRO) on a full-time basis. The CRO will play a key role in enhancing client experience, managing client engagement and feedback, and strengthening the RKJMS brand across multiple platforms. This role requires close collaboration with internal teams to ensure a seamless and positive client journey while proactively engaging clients through various communication channels to provide information, gather feedback, and address concerns or complaints effectively.

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.

Skills & Competencies

• Strong communication skills – both verbal and written, with the ability to interact professionally with clients, staff and other stakeholders.
• Customer service excellence – ability to enhance client experience and satisfaction.
• Problem-solving & conflict resolution – capable of handling client complaints effectively and ensuring prompt resolution.
• Public relations & brand management – ability to develop and implement publicity strategies, handle social media interaction and enhance theorganization’s image.
• Stakeholder engagement – experience in building relationships with external partners and the general public.
• Social media & digital communication – familiarity with managing online engagement, content creation, and reputation monitoring.
• Crisis management – ability to handle public relations challenges and develop appropriate response strategies.
• Analytical & reporting skills – ability to assess client feedback, track key performance indicators, and provide actionable recommendations.
• Teamwork & collaboration – strong interpersonal skills to work effectively with internal departments and external partners.