Community Relations Specialist

Job Description This is a remote position. The Community Relations Specialist is a vital position that merges the roles of Community Building and Client Success to deliver exceptional service to clients. Serving as the primary point of contact, they build and maintain strong relationships with new and existing clients, offering personalized attention and support throughout their journey with the company via the community platform. They also engage with a customer-centric approach, establishing rapport and understanding their unique needs to facilitate efficient problem solving and provide support to drive results for customers. In addition, the Community Relations Specialist takes charge of the fulfillment process and initiatives related to community engagement, community building, and fulfillment support that the customers engage us for. They ensure seamless customer onboarding, customer satisfaction, driving results for customers, retention and building a connected and raving community. The dedication to exceptional customer relationship management and effective community building makes them a crucial driver of customer success, business growth, and community growth driven by results for customers. Acting as a bridge between the company and its customers, you play a pivotal role in fostering strong relationships and ensuring a positive and rewarding experience for clients and leads at every touchpoint, contributing to the company's overall success and reputation. Responsibilities: The key responsibilities of the Community Relations Specialist encompass a wide range of tasks and duties focused on delivering exceptional customer service, maintaining strong relationships with clients, and continuous growth for our community. Here are the key responsibilities of this role: Community Building & Management: Develop and create engaging nurturing content for the community with the objective to driving results for our customers and to build a raving community that is active and sticky to the company. Facilitate conversations and discussions within the community platform or 1-1 with clients. Communication Interpersonal Skills: Have incredibly strong communication, interpersonal, moderation and problem-solving skills to manage the community within the platform effectively. Part of your responsibilities would be to drive client success through the period of engagement. Client Success Management and Engagement: Engage with new or existing customers or potential leads in a customer-centric manner. Provide personalized attention and information to nurture the relationship and build a strong foundation for potential future ascension into our programs or products. Customer Satisfaction: Focus on delivering a seamless and enjoyable experience to clients, ensuring their interactions via various platforms such as Gmail, Facebook, Telegram and WhatsApp with the company are positive and rewarding. Strive to exceed client expectations and achieve high levels of customer satisfaction. Fulfillment Account Management: Manage the account by understanding the specific needs, preferences, and goals. Communicate regularly and tightly cross department (marketing, fulfillment and trainer departments) to provide updates, address concerns, and offer solutions to enhance the delivery of the account experience. Team Collaboration: Collaborate with the Fulfillment Department, Marketing Department, Junior Client Account Representatives, Sales teams, and other departments as needed to delegate tasks, coordinate efforts, and ensure effective execution. Problem Resolution: Handle complex customer grievances and find effective solutions to maintain strong and professional relationships with customers. Data Management: Maintain accurate and organized records of client interactions, project details, and other relevant information. Reporting: Provide regular reports on project progress, customer feedback, client feedback, and overall account management to relevant stakeholders and management. Continuous Improvement: Continuously seek opportunities for process improvements and enhanced customer experiences. Proactively identify areas for growth and development within the role and the company. Actively researching trends and hot-topics within the scope of our industry to be able to connect with our target customers and provide them with the most updated resources and best practices. Results: An Active And Growing Community: Create and maintain an active growing community within our community platform that helps community members to navigate challenges, resolve issues and ensure maximum satisfaction while in our program. Increased and Maintained Customer Satisfaction: Achieve and maintain a 85% customer satisfaction score, as evidenced by positive feedback and reviews from customers post-campaign. Implement strategies to enhance the overall customer experience across various communication platforms. Efficient Account Management: Ensure efficient and organized account management by demonstrating a clear understanding of program needs, effective communication with internal departments, and the timely resolution of issues. Strive for seamless coordination between different departments for optimal campaign delivery. Successful Campaign Execution: Oversee successful campaign coordination, planning, fulfilling components delivery and ensuring all initiatives are executed with precision in a timely manner. Meet project deadlines, allocate resources effectively, and deliver clear, concise briefings to stakeholders for smooth campaign execution. Drive Business Growth and Revenue Generation: Through maintaining and rolling out initiatives to increase renewals or community stickiness with the company. Effective Problem Resolution: Demonstrate the ability to handle complex customer grievances promptly and find effective solutions. Ensure that all customer issues are addressed professionally, maintaining positive relationships with clients. Streamline Project Execution and Operations: Implement new processes and checklists to improve operational workflow and efficiency, reducing errors and bottlenecks. Maintain up-to-date records and ensure 100% accuracy in project data management Requirements Interpersonal Skills: Exceptional interpersonal skills and communication abilities to engage effectively and build strong relationships with clients and customers. Exceptional command of English both written and spoken as clientele is international. Proactive Mindset: Demonstrate a proactive and solution-oriented mindset, with the ability to anticipate client needs and prepare to deliver exceptional service. Industry Experience: Proven track record of success in a relationship management role or a project management/coordinator role. Successfully implemented or used customer service platforms or support ticket management CRMs such as Zendesk, Freshdesk, Intercom, etc. Familiar with customer experience and service procedures. Preferably, several years of experience in these areas and showcasing the ability to handle complex projects, coordinate teams, and deliver outstanding results. Education: Degree in Mass Communication, Marketing, Hospitality (MICE) or equivalent. Technical Skill Set: Great with G Suite: Gmail, Google Documents, Google Drive, etc. Benefits Remote Working Flexibility The employee by default works remotely, subject to the nature and requirements of their role. It's important to note that certain tasks, such as participation in events or activities requiring physical presence, must be fulfilled on-site. 13th Month Salary A guaranteed 13th-month salary paid in January, with the amount prorated for employment less than 12 months. Medical, Dental, and Optical Allowance An annual medical allowance of up to RM 500 for treatment and medicine. An annual dental and optical allowance of up to RM 500 for treatment (excluding aesthetic purposes). Discretionary Benefits The employee may be eligible for a discretionary bonus based on performance, granted at the Company's sole discretion. Others:- Public Holidays & Off-In-Lieu The employee will observe public holidays as per Kuala Lumpur National Holidays. If required to work on a public holiday, Malaysian employees are entitled to Off-In-Lieu. Annual Leave Upon confirmation, the employee is entitled to 14 days of annual leave per calendar year, with proration as necessary. For each full year of service, the employee is entitled to an additional day of annual leave. Unused Annual Leave: With the Company's approval, the employee may either roll over up to 50% of unutilized annual leave to the next year (max 21 days) or opt for cash-in-lieu. Medical and Compassionate Leave The employee is entitled to 14 days of medical leave and 3 days of compassionate leave per calendar year upon confirmation. Requirements Strong Sense of Ownership: Demonstrated ability to take full responsibility for content projects, showing initiative, independence, and a commitment to excellence. Content Creation Expertise: Proven track record in producing engaging, high-quality content, with a strong portfolio that showcases visual storytelling skills and the ability to capture the brand's essence Adaptability and Initiative: High adaptability to changing environments and situations, with the initiative to capture content opportunities spontaneously, reflecting a strong sense of ownership. Trend Awareness and Creativity: An innate ability to identify and apply social media trends creatively, enhancing brand engagement and storytelling. Flexibility and Initiative: Ability to travel and work flexibly across different locations, capturing spontaneous and planned content moments with high initiative and minimal direction.