Customer Relations and Communications Officer
Braine-l'Alleud, Belgium | Posted on 03/06/2025
Minimum Requirements:
1. A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline.
2. Excellent working knowledge of the full Microsoft Office suite and SharePoint.
3. Prior experience of direct customer interactions, handling inquiries, complaints and feedback via phone, email, chat, or in person and drafting/providing appropriate feedback.
4. Familiarity with managing or engaging customers through social media platforms.
5. Familiarity with promoting services, generating new strategies, and improving visibility both internally and externally.
6. Experience in Customer Service and Customer Satisfaction processes.
7. Experience of creating communications content, including photography, video, and blogs that reflect the organization's branding and customer engagement goals.
Desirable Qualifications/Experience:
1. Experience of managing relationships with internal and external customers.
2. Proven ability to analyse customer feedback to identify trends and insights that inform strategies for improving satisfaction and engagement.
3. Experience in planning, delivering, and evaluating communication strategies across multiple channels (email, social media, newsletters) for both internal and external audiences.
4. Experience in training and guiding staff on best practices for handling customer feedback and ensuring a consistent, customer-focused approach.
5. Extensive working experience with Customer Relationship Management (CRM) toolsets.
Duties/Role:
1. Managing and collating customer feedback received through various channels, related to the full range of NIMSC services.
2. Analysing customer feedback and behaviour to provide recommendations on improving customer satisfaction and engagement.
3. Collaborating with internal and other NCIA departments to implement customer feedback and improve the customer experience.
4. Creating reports and presentations on customer feedback trends for management.
5. Training and guiding staff on how to handle customer feedback in a consistent and helpful manner.
6. Identifying potential issues and crafting appropriate responses.
7. Work with NIMSC Senior Management to develop effective communication strategies that actively promote NIMSC and its services.
8. Assist in the communication of strategies or messages from Senior Management.
9. Plan, deliver, and evaluate regular communications across all channels and to all our internal and external audiences.
10. Lead on key internal and external communications projects and initiatives, working with key stakeholders internally and externally.
11. Plan and manage the design, content, and production of all NIMSC 'marketing' materials.
12. Manage internal communications (memos, newsletters etc.).
13. Collaborate with internal and external departments to develop, manage and distribute NIMSC-related 'marketing' material.
14. Work closely with other Agency entities, and all internal staff, to generate new ideas and strategies.
15. Ensure NIMSC communications are consistently on brand and on message.
16. Build and maintain the NIMSC image library.
17. Manage and maintain the NIMSC Chief Blog.
18. Work closely with the NIMSC IKM Officer to ensure all content on the NIMSC SharePoint portal is current, accurate, engaging and informative.
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