Client Relations Executive (CRE)

Summary

This is a remote position for a highly professional and results-driven Client Relations Executive (CRE) at FitreatCouple. The primary goal is to remotely manage high-value client relationships to ensure superior service satisfaction and maximize client retention

Key Responsibilities

Core Client Relationship Management:

Proactively engage with the existing client base to ensure satisfaction and maximize retention rates

Systematically reach out to clients via tele-calling (and other approved channels) to assess requirements and address potential concerns

Design, propose, and execute strategic client retention plans and initiatives

Communication, Reporting, and Documentation

Maintain a guaranteed maximum response time to all client queries and internal communications

Accurately collect, categorize, and formally document all client feedback, concerns, and suggestions

Create, maintain, and submit comprehensive reports on client feedback, communication logs, and retention metrics using MS Excel and other tools

Immediately report all critical negative feedback to the reporting manager, providing a formalized write-up and proposing solutions

Tool Management & Coordination

Assume complete operational ownership of the WATI platform for all official client communication workflows

Ensure professional and timely follow-through on all commitments made to clients

Mandatory attendance and punctual participation in all scheduled meetings and training sessions

Non-Responsive Client Protocol:

Prioritize and execute a multi-channel outreach strategy (call, WhatsApp, Botim) to non-responsive clients to re-establish contact and diagnose disengagement

Formally recommend program modifications for disengaged clients, but only after securing explicit, documented confirmation from the Reporting Manager or Sales Manager