Client Liaison Officer

CLIENT LIAISON OFFICER Job Summary The Client Liaison Officer is responsible for managing and responding to inbound calls generated through marketing campaigns (mainly from Australia) This role serves as the first point of contact for potential clients, ensuring all inquiries are handled professionally, qualified appropriately, and converted into actionable sales opportunities. The position requires excellent communication skills, strong customer service orientation, and the ability to work in a target-driven environment.

Key Responsibilities

1. Inbound Call Handling Respond promptly and professionally to calls generated from marketing campaigns. Provide accurate information about products, services, pricing, and ongoing promotions. Answer customer inquiries and resolve concerns effectively. Maintain a positive and engaging client experience. 2. Lead Qualification & Conversion Assess and qualify incoming leads based on company criteria. Identify client needs and recommend suitable solutions. Convert inquiries into confirmed appointments, consultations, or sales. Meet or exceed defined conversion and response targets. 3. CRM & Data Management Record all interactions accurately in the CRM system. Capture complete and correct client details. Update lead status and ensure proper follow-up scheduling. Maintain data confidentiality and compliance standards. 4. Follow-Up & Client Engagement Conduct timely follow-up calls or messages for interested prospects. Nurture leads until handover to the relevant sales team (if applicable). Escalate complex issues to appropriate departments when necessary. 5. Campaign Feedback & Reporting Provide feedback to the Marketing team regarding lead quality and client responses. Prepare basic call reports and performance summaries. Highlight trends or recurring client concerns to management. Key Performance Indicators (KPIs) Response time to inbound calls Lead qualification rate Conversion rate Appointment booking rate Data accuracy in CRM Customer satisfaction levels Qualifications & Experience Diploma or Bachelor’s degree in Business, Marketing, Communications, or related field (preferred). 5+ years of experience in customer service, call center, telemarketing, or inside sales roles. Strong verbal communication and listening skills. Ability to handle objections confidently and professionally. Proficiency in CRM systems and basic computer applications. Results-oriented and target-driven mindset. Core Competencies Excellent phone etiquette Persuasion and negotiation skills Attention to detail Time management Professionalism and integrity Ability to work under pressure during campaign periods

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