Client Relations Specialist

About the role

The Client Relations Specialist will be the primary point of contact for our clients, ensuring a seamless and professional experience across all communication channels. You will work closely with internal teams to deliver timely updates, resolve issues, and maintain high satisfaction levels.

Key responsibilities

• Respond promptly to client inquiries via hotline, email, mobile app, website, and social media.
• Welcome and assist walk‑in clients, minimizing wait times.
• Communicate project updates, payment schedules, handover timelines, and company announcements.
• Resolve complaints at first contact and escalate complex cases with clear analysis.
• Collaborate with Sales, Finance, Legal, and Operations to ensure accurate information flow.
• Maintain up‑to‑date client interaction records, complaints, and case statuses in the CRM.
• Notify clients of outstanding payments, penalties, and fees in coordination with Finance.
• Monitor performance metrics, meet SLA and CSAT targets, and produce weekly/monthly reports.

Required profile

• BSc in Business Administration or related field.
• 1–3 years of relevant experience.
• Strong interpersonal and presentation abilities.
• Fluent English communication.

Required skills

• Proficiency in MS Office.
• Experience with a CRM system (preferred).