Company Overview

The organisation values long-term client relationships built on trust, consistent communication, and reliable service delivery. Its client-facing teams work to understand customer expectations, coordinate service requirements, address concerns, and ensure that clients receive timely information throughout their engagement with the organisation.

The organisation is seeking a Client Relations Representative to support ongoing customer relationships and coordinate communication between clients and internal teams. The role focuses on relationship support, service coordination, customer feedback, and maintaining a clear understanding of client needs so that issues can be resolved efficiently.

Role Summary

The Client Relations Representative will act as a central contact for assigned clients, helping them navigate service processes, obtain updates, communicate requests, and resolve routine concerns. The successful candidate will maintain regular communication, coordinate with internal stakeholders, monitor outstanding requests, and help ensure that client commitments are handled consistently.

Working remotely from Estonia, the role requires strong interpersonal skills, careful follow-through, and the ability to manage multiple client relationships without compromising service quality. The ideal candidate will be professional, organised, responsive, and capable of building trust through accurate information and dependable communication.

Key Responsibilities

• Serve as a point of contact for assigned clients, responding to enquiries and coordinating requests through approved communication channels.

• Establish and maintain professional working relationships by understanding client expectations, communication preferences, and service requirements.

• Provide timely updates on service requests, account matters, deliverables, and outstanding actions.

• Coordinate with internal departments to obtain information, resolve client concerns, and ensure that requests reach the appropriate teams.

• Maintain accurate records of client interactions, requests, feedback, commitments, and follow-up activities within the relevant CRM or client management system.

• Monitor open issues and service requests, track progress, and communicate realistic timelines to clients.

• Help clients understand relevant service procedures, available support options, and applicable contractual or operational requirements.

• Identify recurring client concerns and work with internal stakeholders to improve service processes and communication.

• Support client onboarding activities by coordinating introductory communication, documentation, access requirements, and handovers where applicable.

• Schedule client meetings, prepare discussion points, record outcomes, and follow up on agreed actions.

• Gather client feedback about service quality, communication, responsiveness, and areas where expectations are not being met.

• Escalate sensitive complaints, service risks, unresolved issues, and potential relationship concerns to the appropriate manager.

• Coordinate with account management and customer success teams to support client retention and strengthen ongoing relationships.

• Help ensure that client requests are handled consistently and in accordance with established service standards.

• Assist with preparing client updates, service summaries, account review materials, and other relationship management documentation.

• Maintain awareness of service changes, internal procedures, and relevant product or process updates that may affect clients.

• Identify opportunities to improve client communication, clarify expectations, and prevent avoidable misunderstandings.

• Protect confidential client information and follow applicable data handling, recordkeeping, and information security procedures.

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Communications, Customer Relations, Marketing, or a related field is beneficial; equivalent professional experience is acceptable.

• Experience in client relations, account support, customer success, customer service, or another relationship-focused role.

• Strong interpersonal and communication skills, with the ability to build rapport and manage professional client conversations.

• Ability to understand client needs, coordinate internal responses, and communicate updates clearly and accurately.

• Strong organisational skills and the ability to manage multiple clients, open requests, and follow-up deadlines.

• Familiarity with CRM systems, client management platforms, helpdesk software, and standard workplace collaboration tools.

• Ability to document conversations, maintain accurate account records, and track commitments through to completion.

• Good judgement when handling complaints, sensitive information, and situations requiring escalation.

• A customer-focused approach that balances responsiveness with realistic expectations and established organisational procedures.

• Strong problem-solving skills and the ability to coordinate with multiple departments to resolve client concerns.

• Attention to detail when reviewing client requests, preparing correspondence, and recording service outcomes.

• Professional written and spoken English; additional language skills are beneficial when working with international clients.

• Ability to work independently while maintaining consistent communication with colleagues and clients.

• A proactive attitude toward service improvement, relationship development, and reliable follow-through.

Benefits

• Remote working opportunity within Estonia.

• Opportunity to build expertise in client relationship management and customer experience.

• Exposure to account support, service coordination, onboarding, and client retention activities.

• Opportunities to develop communication, stakeholder management, problem-solving, and CRM skills.

• Collaboration with account management, customer success, operations, and other client-facing teams.

• A professional environment that values trust, responsiveness, accountability, and long-term client relationships.

Application Instructions

Interested candidates should submit an up-to-date CV highlighting their experience in client relations, customer support, account coordination, or customer success. Applications should describe examples of maintaining client relationships, resolving service issues, coordinating internal teams, or improving customer communication. Candidates should also mention relevant CRM experience and demonstrate their ability to manage competing requests while maintaining a professional and client-focused approach. Applications should reflect strong organisational skills, discretion, and readiness to work effectively in a remote environment.

Are you interested in this position?

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