Customer Relations and Communications Officer

il y a 6 jours

Brainel'Alleud, Wallonie, Belgique Alfa Rom Consulting SRL Temps plein
2 519 7 - Customer Relations and Communications Officer

Period: 836 (start on 2 7 Apr. 2025).

Deadline: 18 Mar. 2025.

Duties/Roles:

  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. Working with NIMSC Senior Management to develop effective communication strategies that actively promote NIMSC and its services;
  8. Assisting in the communication of strategies or messages from Senior Management;
  9. Planning, delivering, and evaluating regular communications across all channels and to all internal and external audiences;
  10. Leading key internal and external communications projects and initiatives, working with key stakeholders;
  11. Planning and managing the design, content, and production of all NIMSC 'marketing' materials;
  12. Collaborating with internal and external departments to develop, manage, and distribute NIMSC-related 'marketing' material;
  13. Working closely with other Agency entities and all internal staff to generate new ideas and strategies;
  14. Ensuring NIMSC communications are consistently on brand and on message;
  15. Building and maintaining the NIMSC image library;
  16. Managing and maintaining the NIMSC Chief Blog;
  17. Working closely with the NIMSC IKM Officer to ensure all content on the NIMSC SharePoint portal is current, accurate, engaging, and informative.

Skills, Knowledge, Experience Required:

Mandatory:

  1. NATO Secret security clearance;
  2. A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline;
  3. Excellent working knowledge of the full Microsoft Office suite and SharePoint;
  4. Prior experience of direct customer interactions, handling inquiries, complaints, and feedback via phone, email, chat, or in person and drafting/providing appropriate feedback;
  5. Familiarity with managing or engaging customers through social media platforms;
  6. Familiarity with promoting services, generating new strategies, and improving visibility both internally and externally;
  7. Experience in Customer Service and Customer Satisfaction processes;
  8. Experience of creating communications content, including photography, video, and blogs that reflect the organization's branding and customer engagement goals;
  9. Experience of managing relationships with internal and external customers;
  10. Proven ability to analyse customer feedback to identify trends and insights that inform strategies for improving satisfaction and engagement;
  11. Experience in planning, delivering, and evaluating communication strategies across multiple channels (email, social media, newsletters) for both internal and external audiences;
  12. Experience in training and guiding staff on best practices for handling customer feedback and ensuring a consistent, customer-focused approach;
  13. Extensive working experience with Customer Relationship Management (CRM) toolsets.
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