RICOTECK Recruitment Services | Full time
Client Relations Associate
Scarborough, Trinidad and Tobago | Posted on 02/01/2025
Position Title: Client Relations Associate
Department: Customer Service / Operations
Reports To: Chief Operations Officer
Location: Business Operations and Service Center
Job Type: Full-Time / Part-Time
Position Overview
The Client Relations Associate at RICOTECK Limited is a vital member of our team, embodying our commitment to empowering businesses and individuals through exceptional service and support. As a Client Relations Associate, you will be the primary point of contact for our valued clients, building and nurturing relationships that foster trust, satisfaction, and long-term partnerships. You will be responsible for addressing client inquiries, resolving concerns, and ensuring a seamless experience across our diverse range of services. Your ability to understand client needs, provide timely solutions, and collaborate effectively with internal teams will be essential to ensuring client satisfaction and upholding RICOTECK's reputation for excellence. If you are passionate about delivering exceptional service and contributing to the success of our clients, we encourage you to apply.
Key Responsibilities
* Serve as the primary point of contact for clients, responding to inquiries and requests promptly and professionally via phone, email, or in-person interactions.
* Address client concerns and complaints with empathy and efficiency, escalating complex issues to the appropriate internal teams while keeping clients informed throughout the resolution process.
* Build and maintain strong, positive relationships with clients by providing personalized attention, proactive communication, and consistent follow-up to ensure their needs are met and expectations are exceeded.
* Collaborate effectively with internal departments (e.g., sales, technical support, operations) to ensure seamless service delivery, address client requests, and resolve any issues that may arise across various service areas.
* Assist clients with product and service inquiries, offering tailored solutions and recommendations that align with their specific needs and leverage RICOTECK's diverse offerings.
* Maintain accurate and detailed records of client interactions, transactions, feedback, and complaints within the company's CRM system, ensuring data integrity and accessibility for future reference.
* Proactively monitor client satisfaction through surveys, follow-up calls, and other feedback mechanisms, identifying areas for improvement and contributing to the enhancement of client services.
* Keep clients informed about new products, services, or policy changes that may affect their experience with RICOTECK, ensuring transparency and facilitating a smooth transition to any new offerings or procedures.
* Identify opportunities to upsell or cross-sell additional products or services based on client needs and preferences, contributing to revenue growth while enhancing the value provided to clients.
* Support the development and implementation of client retention strategies by analyzing feedback, identifying trends, and suggesting improvements to client services processes and communication protocols.
* Prepare and deliver comprehensive reports on client interactions, satisfaction levels, and areas for improvement to the Client Relations Manager, contributing to data-driven decision-making and continuous improvement initiatives.
* Perform other duties as assigned to ensure the overall success of RICOTECK's client relations efforts and contribute to the company's mission of empowering businesses and individuals through exceptional service.
Requirements
Qualifications
* Bachelor's degree in Business, Marketing, Communications, or a related field (or any combination of qualifications and equivalent experience).
* 1-3 years of experience in customer service, client relations, or a similar role, preferably within a technology-driven or service-oriented organization.
* Strong interpersonal and communication skills, with the ability to build rapport quickly and establish trust with clients.
* Excellent problem-solving skills and the ability to handle challenging client interactions with professionalism, empathy, and a solution-oriented approach.
* Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite (Word, Excel, PowerPoint).
* Strong organizational skills, with meticulous attention to detail and the ability to manage multiple tasks simultaneously while maintaining a high level of accuracy.
* Ability to work independently and as part of a collaborative team in a dynamic and fast-paced environment.
Preferred Skills
* Experience in the technology, business services, or related industries.
* Familiarity with project management tools or customer service platforms.
* Sales or account management experience.
Personal Attributes
* Client-centric approach: Demonstrates a genuine commitment to client satisfaction and a passion for delivering exceptional service.
* Empathy and patience: Understands and responds to client needs with empathy, patience, and a willingness to go the extra mile.
* Strong communication skills: Communicates clearly and effectively with clients, both verbally and in writing, adapting communication style to different audiences.
* Relationship building: Builds rapport and trust with clients, fostering long-term relationships based on mutual respect and understanding.
* Problem-solving and solution-oriented: Identifies and resolves client issues efficiently and effectively, focusing on finding solutions that meet their needs.
* Proactive and resourceful: Takes initiative to anticipate client needs, address potential challenges, and contribute to the continuous improvement of client services.
* Teamwork and collaboration: Works collaboratively with colleagues across different departments to ensure seamless service delivery and client satisfaction.
* Professionalism and ethics: Maintains high ethical standards and professional conduct in all client interactions, upholding RICOTECK's reputation for excellence.
Paid time off (PTO)
Performance-based bonuses
Grade 2 - 3
Application Process
Qualified candidates are encouraged to submit their resume and cover letter to the Finance and Administration Director at the address below no later than February 26, 2025.
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