Client Relation Executive

Job Purpose

Client Communication and Query Resolution

• Respond to assigned client queries and requests received via phone, email, or portal within the defined response SLA.
• Review client account history and prior correspondence before responding to ensure continuity and accuracy.
• Resolve routine client issues directly and escalate non-standard or high-risk issues to the Account Manager.
• Coordinate with Operations, Finance, and other internal departments to fulfil client requests.
• Follow up with clients on open items, pending documentation, or outstanding requests.

Documentation and Account Records

• Log every client interaction in the CRM immediately after contact, including channel, client name, topic, outcome, and follow-up needs.
• Maintain complete and accurate account records for every assigned client.
• Update client and account status in the system in real time after every action.
• Ensure client documentation is audit-ready and available for review by the Account Manager or Sales and Account Manager.

Relationship Management and Retention

• Build and maintain positive working relationships with all assigned clients.
• Identify early signs of client dissatisfaction or churn risk and flag them to the Account Manager immediately.
• Support renewal and upsell conversations as directed by the Account Manager.
• Gather client feedback and route it to relevant internal stakeholders.

Quality and Compliance

• Maintain accuracy and professionalism in every client interaction.
• Flag unusual client requests or non-standard scenarios to the Account Manager immediately.
• Proactively flag queries approaching their response SLA without resolution.

Requirements

• Ability to respond to assigned client queries and requests within defined response SLAs.
• Ability to review account history and prior correspondence before responding.
• Ability to maintain complete, accurate, and audit-ready client account records.
• Ability to document every client interaction accurately in the CRM.
• Professional and accurate communication with clients and internal stakeholders.
• Ability to identify dissatisfaction, churn risk, unusual requests, and unresolved SLA issues for escalation.