CLIENTS RELATIONS OFFICER
Job Description
The Client Relations Officer will manage first-line communication with prospective and existing clients via phone calls, WhatsApp, social media enquiries, referrals, and walk-in enquiries. The role primarily focuses on professional client communication, appointment booking, enquiry follow-up, missed-call recovery, appointment confirmation, and accurate record-keeping. This is not a passive receptionist role. The successful candidate must be confident speaking with clients, capable of guiding suitable enquiries towards booked appointments, organized with records, and able to recognize when a question should be referred to an authorized professional or management staff.
Key Responsibilities
- Client Enquiries and Appointment Booking
• Answer client enquiries professionally through phone calls, WhatsApp, social media, referrals, and walk-ins.
• Provide approved general information regarding location, opening days, appointment availability, registration fees, consultation fees, and scan fees.
• Guide suitable prospective clients towards booking consultations or review appointments in a respectful and non-aggressive manner.
• Record booked appointments accurately, including date, time, client category, and relevant contact details.
• Confirm upcoming appointments and assist in reducing avoidable no-shows.
• Follow up missed calls, previous enquiries, and existing clients where required.
B. Client Communication Records
• Maintain accurate records of client-related calls, messages, bookings, follow-ups, and outcomes.
• Record key information clearly enough for authorized staff to continue the client conversation where necessary.
• Capture unresolved questions requiring further response.
• Use Excel or Google Sheets for routine client communication and KPI records.
• Ensure that booking and follow-up information is recorded promptly and accurately.
- Professional Boundaries and Escalation
• Communicate politely and confidently while remaining within the scope of the role.
• Do not give personal clinical advice or make guarantees about treatment outcomes.
• Do not discuss detailed treatment or product pricing before consultation unless expressly authorized.
• Refer clinical, sensitive, or treatment-related questions to authorized professional or management staff.
- General Operational Support During quieter periods, the successful candidate may be required to support light operational duties, including:
• Basic front-desk assistance and appointment organization.
• Simple administrative tasks.
• Basic stock-counting or product-count updates where required.
Note: These duties are secondary to the primary client communication and booking responsibilities.
- Minimum Candidate Requirements
• Minimum qualification of HND or higher.
• Strong spoken English and Twi.
• Confident and professional phone communication.
• Basic competence in Excel or Google Sheets.
• Good listening and client-handling skills.
• Accurate record-keeping ability.
• Reliability, punctuality, and professional conduct.
• Ability to work on-site from Tuesday to Saturday, including compulsory Saturday work. • Ability to commute reliably to the stated work location.
• Ability to remain calm and professional when handling unsure, worried, frustrated, or dissatisfied clients.
• Good judgement regarding when to escalate matters outside the scope of the role.
Preferred Experience and Additional Advantages: Relevant prior experience in one or more of the following areas would be advantageous:
• Ability to speak Ga or Ewe.
• Experience guiding enquiries towards appointments without being aggressive or pushy. • Experience recording client communication, follow-up, or appointment data electronically.
