Relationship Officer (225-804)

The Relationship Officer's primary role is to continuously build, manage, and enhance relationships with potential and existing clients, ensuring that the organization's offerings are aligned with customers' needs. They execute strategic plans geared towards the strengthening of customer relationships and engagement, which is crucial for fostering long-term loyalty and satisfaction. The Relationship Officer acts as a bridge between the company and its clients, mediating communication and facilitating a seamless interaction experience. This role is pivotal in understanding client requirements, addressing their concerns promptly, and providing solutions to meet their expectations. A successful Relationship Officer will contribute significantly to the customer retention rate and play a key role in the company's growth by identifying and leveraging opportunities for upselling and cross-selling.

Responsibilities

• Develop and maintain a trusted advisory relationship with key accounts and customer stakeholders.
• Identify opportunities to improve client satisfaction, loyalty, and advocacy through effective relationship management.
• Communicate client needs clearly and ensure alignment with the company's offerings and capabilities.
• Respond promptly to client queries and issues, ensuring all problems are resolved satisfactorily.
• Collaborate internally with different departments to ensure client expectations are met efficiently.
• Monitor customer satisfaction levels and ensure they meet the set standards and requirements.
• Facilitate interactions and engagements that build strong customer relationships and enhance brand loyalty.
• Regularly update and manage the CRM system to track client interactions and relationship progress.
• Implement strategies for client retention, including regular follow-ups and personalized service offerings.
• Prepare and present detailed itineraries of client feedback and areas of improvement to senior management.
• Analyze client data to identify trends and inform future relationship strategies effectively.
• Provide educational support to clients, guiding them on how to best utilize the company’s products or services.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or related field is preferred.
• Minimum of 2-3 years of experience in customer relations or similar client-facing role.
• Exceptional communication, negotiation, and interpersonal skills essential for the role.
• Strong problem-solving capabilities, with acute attention to detail and client expectations.
• Proficiency in CRM platforms and managing client databases effectively is required.
• Demonstrated experience in successfully managing and growing client relationships over time.
• Ability to work under pressure, prioritize tasks, and meet tight deadlines efficiently.