SENIOR CLIENT RELATIONS OFFICER
As a Senior Client Relations Officer, you will be instrumental in leading and overseeing the day-to-day operations of the Client Relations Wing. Your role involves coordinating the activities of Client Relations Associates and Client Relations Officers to ensure smooth functioning and exceptional client satisfaction. You will play a vital role in evaluating daily work reports, addressing client issues and complaints, formulating policies for improved productivity, and ensuring client retention.
RESPONSIBILITIES:
• Lead and administrate the day-to-day operations of the Client Relations Wing. • Coordinate activities of Client Assistants and Office General Assistants with Client Relations Wing.
• Evaluate and analyse daily work reports to ensure efficient functioning of the department. • Address issues and complaints of clients promptly and effectively.
• Formulate policies to enhance the productivity of the Client Relations Wing and communicate them to the Project manager.
• Ensure client retention through excellent service and relationship management. • Prepare and report weekly and monthly reports on departmental activities and client feedback.
• Provide assistance to the Project manager in matters relating to the Client Relations Wing. • Identify problems within the department and formulate strategies for their resolution and improved performance.
• Ensure quality of inter-departmental and intra-departmental communication for seamless
operations.
•Eliminate the CRA JD and implement a standardised CRO JD across the department
• Define clear, outcome-based KPIs rather than listing multiple generic KPIs.
• Aligned with the Goals of Project including Missions or OKR
QUALIFICATIONS:
• Bachelor's degree in Business Administration, Management, or a related field. • Proven experience in client relations or a similar role.
• Excellent leadership and communication skills to effectively lead and coordinate team activities.
• Strong analytical and problem-solving abilities to address client issues and formulate effective strategies.
• Ability to work collaboratively and coordinate activities among team members for achieving departmental goals.
• Proficiency in using relevant software for report preparation and analysis.
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PERFORMANCE METRICS:
• Monthly Active Users and Monthly Paying Users to gauge client engagement and revenue generation.
• Fee Default Rate and Customer Lifetime Value to assess client payment behaviour and long term value.
• Course Completion Rate and Session Achievement Rate to evaluate the success of client interactions and engagements.
• Task Execution Rate and Task Execution Time to monitor the efficiency and timeliness of departmental tasks.
• Task Complexity Index and Task Complexity Accuracy to evaluate the complexity and accuracy of client-related tasks.
• Task Feedback Score to measure client satisfaction with service delivery and problem resolution.
By ensuring effective client relations management and achieving key performance indicators, the Senior Client Relations Officer will contribute significantly to the success and growth of our firm.
Skills Required
- Bachelor's degree in Business Administration, Management, or a related field
- Proven experience in client relations or a similar role
- Excellent leadership and communication skills
- Strong analytical and problem-solving abilities
- Ability to collaborate and coordinate team activities
- Proficiency with relevant software for report preparation and analysis
What We Do
Interval (Team Interval) is an Indian online tutoring and education company that connects students with trained tutors for live, personalized one-to-one learning. Its platform supports individual and home tuition through real-time audio, video calls, and whiteboarding. The company serves learners across many cities and countries, and also provides digital-marketing training and student counseling, reflecting a broader focus on accessible, skills-oriented education.
