Overview of the role:

Ensure enhanced Customer Experience through creating a trust-based relationship with clients, resolving client complaints and requests, building strong communication channels with clients, and acting as the main focal point for complaints ensuring satisfactory outcomes, and liaising with the relevant teams until closure.

What you will do:

• Manage the daily activities of the client relations team, ensuring high-quality service and prompt responses to client inquiries and issues across the residential and business communities.
• Lead and support the client relations team, providing guidance, training, and performance feedback to ensure efficient client handling and continuous professional development.
• Manage day-to-day client communications, ensuring clear, consistent, and timely responses to inquiries and service requests through appropriate channels (phone, email, etc.).
• Address and resolve complex client issues, acting as the focal point of escalating critical matters, while ensuring quick and satisfactory solutions.
• Collaborate with property management and other internal teams to ensure that client needs are met promptly and efficiently, providing a seamless service experience.
• Track and report on team performance and client satisfaction, ensuring key metrics are met and identifying areas for improvement to maintain service excellence.
• Assist the Head of Department with special tasks, urgent client requests, and other assignments for expanded responsibilities

Skills

Required Skills to be successful:

Minimum of 6 years’ experience in Client Relationship Management or Customer Care.

What equips you for the role:

• Bachelor’s degree in a related field
• Microsoft PowerPoint/Excel and Word Knowledge
• Reporting and data analytics