The Online Client Relations Officer will serve as the primary point of contact for our clients/customers in the online space. This individual will be responsible for managing online inquiries, addressing client/customer concerns, and fostering positive relationships through various digital channels. The ideal candidate will have excellent communication skills, a strong customer service orientation, and a passion for delivering exceptional online experiences.
Responsibilities:
1. Online Engagement: Interact with clients/customers through various online channels, including email, live chat, social media, and online forums, to address inquiries, provide assistance, and resolve issues in a timely and professional manner.
2. Client/Customer Support: Provide proactive and responsive support to clients/customers, offering guidance, troubleshooting assistance, and solutions to ensure their needs are met and concerns are addressed effectively.
3. Relationship Building: Cultivate positive relationships with clients/customers by actively listening to their needs, demonstrating empathy, and showing genuine interest in their satisfaction and success.
4. Online Reputation Management: Monitor online conversations and reviews related to our company, products, or services, and respond appropriately to maintain a positive online reputation.
5. Feedback Collection: Gather feedback from clients/customers regarding their experiences, preferences, and suggestions for improvement, and relay this information to relevant teams to inform product/service enhancements and process improvements.
6. Cross-functional Collaboration: Collaborate with internal teams, including sales, marketing, product development, and customer service, to address client/customer needs, share insights, and ensure a seamless online experience across all touchpoints.
7. Data Analysis: Track and analyze online interactions, customer feedback, and performance metrics to identify trends, patterns, and opportunities for optimization, and provide actionable insights to drive continuous improvement.
8. Online Community Management: Engage with online communities, groups, and forums relevant to our industry or target audience, sharing valuable content, participating in discussions, and building brand awareness and loyalty.
Qualifications:
– Proven experience in customer service, client relations, or online community management role.
– Excellent written and verbal communication skills, with a strong command of grammar and spelling.
– Proficiency in using online communication tools and platforms, such as email, live chat software, social media platforms, and forums.
– Ability to empathize with clients/customers and effectively address their needs and concerns with patience and professionalism.
– Strong problem-solving skills and the ability to think critically and creatively to resolve issues and exceed client/customer expectations.
– Detail-oriented with excellent organizational and time management skills, capable of managing multiple tasks simultaneously in a fast-paced environment.
– Positive attitude, adaptability, and a willingness to learn and grow in a dynamic and evolving industry.
More Information
- Address Nairobi,Nairobi,Nairobi, ,KE
- Salary Offers Negotiable KSH Negotiable Month
