Client Relations Coordinator

2 weeks ago

Surat, India Kahani by i2c Events Full time

Role Objective:The Client Relationship Executive (CRE) is responsible for managing post-closing client coordination, ensuring milestone-wise payment collections, timely reporting, and smooth communication between clients, finance, and internal teams. The role focuses on building trust and maintaining long-term relationships through systematic follow-ups and documentation.Key Responsibilities:1. Client Communication & Relationship ManagementSource and maintain accurate client and vendor contact details.Call clients regularly to share updates, gather feedback, and maintain strong relationships.Send personalized greetings for birthdays, anniversaries, etc., to nurture rapport.Participate in daily CRM review sessions with stakeholders.Resolve client queries promptly and professionally.2. Payment Collection & Billing CoordinationEnsure milestone-wise payment collection within timelines.Share invoices and UTRs promptly and maintain a clear audit trail.Coordinate invoice/bill generation with Accounts.Confirm final deliverables and amounts with Client Servicing before billing.3. Documentation & ReportingRecord all interactions, approvals, and updates in CRM and email/WhatsApp summaries.Maintain structured data templates for smooth coordination across departments.Avoid verbal-only updates; ensure all communication is documented.CC Finance and Client Servicing on all payment-related emails.4. Escalation & Follow-upFollow embedded SOP for payment follow-ups:D0: Thank-you & summaryD3: Gentle nudgeD7: Reminder + offer helpD10: Firm, solution-oriented reminderD15: Escalation with full contextFlag ageing, disputes, or documentation gaps proactively.5. Client Servicing & After-Sales SupportEnsure client satisfaction from order placement until final payment.Collect true feedback and resolve queries diligently.Act as a point of contact for complaints and escalate issues to the concerned team.Competency Requirements:Skills Needed:Excellent communication: soft-spoken, polite, professional (English/Hindi; Gujarati preferred).Persuasion, rapport-building, and phone/meeting etiquette.Listening, questioning, and proactive problem-solving.Consistency, patience, and empathy in follow-ups.Tech-savvy: Google Docs, Sheets, Excel, CRM, professional email/WhatsApp etiquette.Knowledge Areas:Wedding/event planning basics.Billing systems, client documentation, and vendor networks.Internet research and data collection.Traits & Self-Image:Confident, high-energy, go-getter mindset.Honest, persistent, and eager to learn.Warm, hospitable, client-friendly approach.Passionate about growth and process improvement.Workflow & Reporting:CRE coordinates post-closing with Client Servicing, Production, and Finance.Reports directly to Finance (Cost Controller + Accounts) with alignment to Growth Head.Top 2 priorities: polite, consistent, documented follow-ups & timely milestone-wise collections.Salary: - ₹15,000 – ₹18,000/month

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