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.