- Establish and maintain effective communication channels with both internal and external clients of the firm.
- Respond to inquiries, feedback, and complaints in a timely and professional manner.
- Forecasting and anticipating client's needs and behaviors for better resource planning and allocation.
- Effectively cross-selling and upselling Nexia services to contribute to increased revenue without incurring significant additional costs.
- Facilitate communication between different departments to ensure a seamless customer / client's experience.
- Collect and maintain accurate client data.
- Regularly update and cleanse client records to ensure data integrity.
- Tailor communication and marketing strategies for different client segments.
- Analyze client data to identify trends, preferences, and opportunities for improvement.
- Collaborate with brand and service unit, and client support teams to align strategies and ensure a consistent client experience.
- Share client insights and feedback with relevant departments to drive product/service improvements.
- Monitor and report on key performance indicators KPIs related to client satisfaction, retention, and engagement.
- Analyze data to identify areas for improvement and implement corrective actions.
- Create and distribute educational materials to enhance client understanding and satisfaction.
- Identify opportunities for upselling and cross-selling based on client needs and preferences.
- Collaborate with all department/teams to maximize revenue from existing clients.
- Design and implement feedback mechanisms, such as surveys, to gather client opinions.
- Use client feedback to drive continuous improvement initiatives.
- B.Sc / HND in Humanities / Social Sciences or other related fields
- Minimum of 3 to 5 years Cognate experience.
- Knowledge of the audit and consultancy industry, including understanding of auditing standards, financial regulations, and industry-specific practices, is an added advantage.
- Strong time management skills to handle multiple responsibilities and deadlines.
- Strong background in analytics, statistics, or data science.
- Good understanding of sales and digital marketing principles.
- Hands-on experience in customer service relationship management and social media management.
- Ability to manage, prioritize and adapt to changing priorities and unexpected situations.
- Effective listening skills to understand client's enquiries and feedback, ability to convey information clearly and professionally.
- Excellent written and verbal communication skills
- Microsoft Office Specialist
- Certifications related to CRM software.
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Description
Job Responsibilities
Requirements