Senior Client Relations Specialist

Job Description & Specification:

• The responsibility of this job is to act as a liaison between the company and PHD clients answering all their inquiries, solving their problems, and updating them with latest information about their property. 
• Mentoring other team members and support them with the needed and correct information that will aid them in handling client inquires. In addition to, providing highly professional customer service that achieve the targeted client satisfaction.
• In alignment with higher management, is responsible for achieving the department’s objectives and KPI’s that maintain the highest level of operational efficiency, in accordance with the Company’s standards & Policy.

Functional Objectives

• Achieve the highest rate of client service and client satisfaction.
• Establish a strong relation of trust by professionally answering client inquiries and set disputes and resolving.
• Adhere to the department and company policies and procedures.
• Submit a daily report to the direct manager of the work done.
• Keep daily record of transaction and communications with clients and other
  departments.
• Receive client’s complaints and Achieve the highest rate of client service and client satisfaction.
• Establish a strong relation of trust by professionally answering client inquiries and set disputes and resolving.
• Adhere to the department and company policies and procedures.
• Submit a daily report to the direct manager of the work done.
• Keep daily record of transaction and communications with clients and other
  departments.
• Receive client’s complaints and manage to resolve it.
• Update the data base of the customers and its status. (Issue data profiling).
• Receive email from contract management on the latest updates in customer contracts. (resale, new sale transactions & Legal cases).
• Communicate with clients through various channels (emails, calls, WhatsApp, face
  to face).
• Liaise with the concerned internal department (Sales, finance, Legal, client support, facilities) to resolve client issues and get required information.
• Escalate critical cases of client grievance and delayed responses from other internal department to the client service Team Leader always after all possible