Job Description

Client Relationship Officer (Front-End)

Company: Apnabusinez.com
Department: Sales & Client Acquisition / Client Services
Location: Begur, Bengaluru (Onsite)
Employment Type: Full-Time (In-house)
Reporting To: Sales Head / VP – Sales

Role Purpose

The Client Relationship Officer (Front-End) is responsible for managing client-facing interactions throughout the initial and ongoing stages of the client lifecycle. The role focuses on effective client onboarding, professional communication, internal coordination, and relationship continuity while supporting conversion, retention, and service excellence objectives.

The position serves as the primary interface between clients and internal service delivery teams, ensuring clarity, accuracy, and timeliness in all client engagements.

Key Responsibilities

Client Communication & Relationship Management

• Act as the first point of contact for clients via phone, WhatsApp, email, and in-person interactions.

• Maintain clear, professional, and timely communication with all assigned clients.

• Handle client queries, service requests, and escalations in line with defined SLAs.

Client Onboarding & Coordination

• Manage end-to-end client onboarding including documentation, KYC verification, and service scope confirmation.

• Coordinate with internal teams (Accounts, GST, TDS, ROC, Audit, Field Services) to ensure accurate service delivery.

• Track onboarding timelines and ensure smooth handover to delivery teams.

Sales Support & Revenue Enablement

• Support conversion of warm and inbound leads into active clients through structured follow-ups.

• Identify cross-sell and upsell opportunities during ongoing client interactions.

• Assist in renewals, retention initiatives, and long-term client engagement.

Process Adherence & Reporting

• Maintain accurate and updated records in CRM systems including call logs, follow-ups, and client status.

• Track daily client interactions, tickets, and service progress.

• Prepare periodic reports on conversions, client status, and service performance.

Key Performance Indicators (KPIs)

• Lead-to-client conversion ratio

• Client onboarding turnaround time (TAT)

• Client retention and renewal rate

• Client satisfaction scores (CSAT / NPS)

• SLA adherence and issue resolution timelines

• CRM data accuracy and reporting compliance

Qualifications & Experience

• 1 to 4 years of experience in client servicing, inside sales, customer success, or front-end relationship management roles.

• Mandatory proficiency in Kannada and Hindi; working knowledge of English preferred.

• Strong interpersonal, communication, and coordination skills.

• Experience working with CRM systems and digital communication platforms.

• Ability to manage multiple clients and priorities in a structured environment.

Preferred Experience

• Prior experience in CA firms, accounting, taxation, compliance, or professional services.

• Basic understanding of GST, TDS, ROC, accounting, or statutory compliance processes.

• Exposure to SLA-driven or process-oriented service environments.

Behavioral Competencies

• Client-centric approach

• Professional conduct and confidentiality

• Ownership and accountability

• Attention to detail and process discipline

• Time management and prioritization

Compensation

Compensation will be commensurate with experience, skills, and internal compensation structure and may include performance-linked incentives.

Career Progression

Client Relationship Officer → Senior CRO → Client Success Lead → Client Experience / Relationship Manager

Authorized Signatory

P BALASUBRAMANIYAN
People Operations & HR Manager
Apnabusinez.com

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