PRO (Public Relation Officer)

Job Summary

We are seeking a professional and customer-focused Public Relations Officer (PRO) to manage client complaints, escalations, and feedback across various communication channels. The candidate should possess strong communication and problem-solving skills, the ability to coordinate with internal teams for timely resolutions, and a customer-centric approach to improving service quality and client satisfaction.

Key Responsibilities

Handle client complaints and escalations received through calls, emails, WhatsApp, feedback platforms, and social media.

Understand case history, coordinate with concerned Managers, and provide timely and appropriate resolutions.

Follow up with clients after resolution to obtain feedback and ensure satisfaction.

Analyse complaints, identify root causes, and recommend corrective actions, training, process improvements, or audits wherever required.

Maintain complaint records and prepare periodic analysis and reports for Management.

Monitor client feedback and recurring concerns to improve overall service quality.

Identify cross-selling opportunities among visa-granted clients and coordinate with respective departments for lead generation and follow-up.

Desired Skills

Strong communication, problem-solving, conflict-resolution, interpersonal, coordination, analytical, and reporting skills, with a customer-centric approach and ability to identify cross-selling opportunities.