The role of client relations officers

A client relations officer is responsible for managing and maintaining relationships with a company's clients or customers. This can include tasks such as answering customer inquiries, addressing concerns or complaints, and providing support and assistance. They may also work with sales and marketing teams to identify and acquire new clients. 

The goal of a client relations officer is to ensure customer satisfaction and to build and maintain long-term relationships with clients. An on-site or remote career, client relations officers can work in a variety of industries, but they are often found in businesses that involve direct interactions with customers or clients, such as:

• Sales and marketing, where they help acquire and retain clients.
• Financial services and finance jobs, such as banking and insurance, where they help clients manage their accounts and navigate products and services.
• Professional services, such as consulting and legal services, where they help clients understand the services being provided.
• Retail, where they help customers with product information, complaints, and returns.

Whilst the above is certainly not an exhaustive list, client relations officers can work across diverse industries and organisations, as their core role is to build and manage positive rapport with clients and customers.

The demand for client relations officers

The demand for client relations officers varies depending on the industry and specific job market. In general, industries that involve a high level of customer service and client interaction, such as banking, insurance, and consulting, tend to have a greater demand for client relations officers. 

Additionally, as businesses increasingly rely on technology for customer service and support, the demand for client relations officers with experience in digital communication and data analysis may also be on the rise. This is especially true when such a job in Malta or elsewhere entails supporting customers with product queries, which rely on technology to operate effectively. 

Duties and responsibilities of client relations officers

The duties and responsibilities of client relations officers can vary depending on the industry and specific on-site or remote job, usually they involve:

• Building and maintaining relationships: this includes communicating with clients and customers to understand their needs, addressing any concerns they may have, and ensuring they are satisfied with the products or services they are receiving.
• Acting as a liaison between clients and the company: including communicating with internal teams to ensure that client’s needs are being met and addressing any issues that may arise.
• Identifying and pursuing new business opportunities: to identify potential new clients and developing strategies to win their business.
• Managing client accounts: namely, tracking client’s accounts and ensuring that all necessary information is up-to-date and accurate.
• Managing and analysing data: using data to identify trends, assess customer satisfaction, and make decisions to improve customer service.
• Providing customer service: namely, handling customer complaints and providing support to clients.

Aside from the above, it’s not uncommon for client relations officers to attend various events to promote the company they work in and their products or services. They offer support to clients in terms of addressing any queries and provide training where needed and provide regular reports to management regarding novel trends. Overall, client relations officers collaborate with internal and external stakeholders to ensure seamless consumer experiences.Top of Form

Salary expectations

The demand for client relations officers is rapidly increasing, leading the career with fast-paced growth capabilities alongside impressive salary raises. The Castille Salary Survey is based on the average gross basic salary ranges we have seen offered in the local market over the last 12 months. This survey is updated quarterly, remaining representative of current market trends.  

For example, client relations officers can expect a salary that ranges from €22,500 to €28,000 euros. It is worth consulting with our salary survey for further insights into jobs in Malta. 

For a global perspective, it is worth keeping in mind that sources vary and are subject to change with time. Considering these variances, salaries for client relations officer jobs consistently reflect an average salary ranging from $35,000 to $70,000 a year. These numbers vary according to level of experience, specialisation, and other associated living costs.

Education and qualifications of client relations officers

The education and qualifications for client relations officers can vary depending on the industry and on-site or remote job, but generally, a bachelor's degree in a relevant field such as business, marketing, or communications is commonly earned. Related degrees in public relations or economics are also possibilities to help gain a job as a client relations officer. 

In addition to a bachelor's degree, client relations officers should have experience working in customer service, sales, or a related field. This experience can be gained through internshipsor entry-level jobs, for example.

It’s worth noting that if jobseekers are interested in working in a specific industry, such as in healthcare to promote products, such individuals may need to acquire specific certifications or licences. Explore industries of interest and evaluate the qualifications needed in such jobs in Malta or elsewhere to increase your changes in achieving the client relations officer role.

Trending technologies and skill sets 

Client relations officers should possess a variety of skills to be able to perform their job effectively. Some important skills for a client relations officer include:

• Strong communication skills: client relations officers should have excellent verbal and written communication skills in order to effectively communicate with clients and internal teams.
• Problem-solving skills: to be able to identify and resolve issues that clients may have in a timely and effective manner.
• Analytical skills: client relations officers should be able to analyse data and make decisions based on that analysis.
• Customer service skills: to provide great customer service and be able to handle customer complaints and concerns.
• Time management: to manage their time effectively in order to meet deadlines and handle multiple tasks and clients.
• Attention to detail: such an on-site or remote job requires the ability to pay close attention to details in order to ensure that all client information is accurate and up-to-date.
• Digital skills: as technology is playing a larger role in business operations and client interactions, client relations officers should be familiar with digital tools and platforms such as CRM software, communication tools, and analytics platforms.

As mentioned throughout this article, the dynamic role of a client relations officer necessitates positive interpersonal skills to develop professional relationships with clients and consumers. Additionally, teamwork is valuable to such a job in Malta or elsewhere, due to the collaboration needed internally to promote a company’s product or services.

Begin your client relations officer career with Castille 

Now that you’ve critically assessed what working as a client relations officer is about and whether it is right for you, you are able to kickstart your career in this ever-growing field. As technology and the workforce continues to rapidly advance, the role of a client relations officer remains a career suitable for the long-haul.