Client Relationship Officer role
Client Relationship Officer role
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
- Maintain detailed records of client interactions including inquiries complaints and actions taken
- Acknowledging and resolving customer complaints
- Track and follow through on transactions enquiries and complaints.
- Provide accurate and relevant information about the firms investment products and services.
- Draft proofread and send client communications ensuring clarity professionalism and adherence to company guidelines
- Resolve client issues effectively and escalate complex problems to the appropriate department.
- Maintain a high level of customer service and client satisfaction.
Key Performance Metrics:
- Net Promoter Score (NPS):This measures the likelihood of customers to recommend Meristem to other potential customers.
- Customer Effort Score (CES):This metric assesses how easy it is for customers to interact with the CX team. It evaluates how much effort consumers must take to resolve issues.
- Customer Satisfaction Score (CSAT):This metric directly measures customer satisfaction with specific interactions transactions or experiences. Its often measured through post-interaction surveys.
- First Contact Resolution (FCR) Rate:This metric measures the percentage of customer issues or inquiries that are resolved during the first interaction with customer experience teams. A high FCR rate indicates efficient and effective customer service.
- Average Response Time:This measures the average time it takes for our CX team to respond to customer inquiries requests or issues. A shorter response time is often associated with higher customer satisfaction.
- Customer Feedback and Resolution Rates: Track the volume of customer feedback received as well as the rate of resolution for customer issues and complaints. This helps gauge the effectiveness of your customer support and service processes.
- 0-2 years work experience in a customer service role
- Bachelors Degree
- Proficiency in Microsoft Office Suite
- Speed of execution of clients requests & transactions- 30 minutes response time for all mails.
- Ability to stay updated with the latest information about the firms products services and policies via active participation in trainings/KSS to continuously improve knowledge and skills.
- The role calls for a person who displays patience a friendly approach and enjoys working in structured situations where hard work and consistent performance are important. Communication and the ability to persuade others in a thorough and factual manner are integral to this function.
- The incumbent should have the persistence to see a job through to its conclusion and work within specific guidelines whilst adhering to rules and procedures.
Required Experience:
Unclear Seniority
Employment Type
Contract
Key Skills
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