Job Description

The purpose of this role is to build and maintain trusted relationships with the customers in order to support the organizations business objectives and brand image. He/she will act as a consultant to the company's customers and offer them solutions for their needs. A team player who will deliver by leveraging on company's products and internal members' support; working cross department to support onboarding, expansion,renewals, amendments, compliance and specialist projects. He/she is responsible for performance tracking,analysing, coaching team members and reporting business results at periodic interval. He/she will maintain high channel satisfaction ratings. His/her role is to oversee a portfolio of assigned customers and to develop new business from existing and new clients. Customer Experience

• Ensure division activities are in line with the business objectives of the team to ensure image building and branding of the organization.
• Build and maintain professional relationship with clients through regular contact ensuring a deep understanding of their needs and then matching them with workable solutions.
• Ensure regular contact and site visits to customers, identify opportunities for the client and company and follow up on agreed actions or concerns internally and with the customer.
• Based on client interaction, maintain and update key clients' profiles in Sales Force on regular basis to ensure accurate information is always available for further business decisions.
• Act as a business partner with new customers and ensure that company standards pertaining building and modification process are met within the specified time.
• Responsible for driving the renewal and collection process with support from the processing team to meet targets and SLAs. This includes preparing recommendation papers relating to areas such as rent reviews and rent reductions.
• Escalate to the One-Stop-Shop any critical issues/ delays with amendments, renewals, cancellations, and other type of services for clients, ensuring high quality customer service and overall productivity.

Maintain client rates in line with the standard rates to ensure consistency and that the overall objectives andtargets of renewals, collections and defaulters are met.

• Review on daily basis the service request Dashboard and take immediate action on any delay and keep customers informed.
• Act as focal point for key clients while applying for service to ensure their transactions and queries are processed within minimal timeframe and with high quality customer service. In doing so, you will take ownership of these queries and coordinate requests with Engineering, OSS, Legal, Leasing, GS, BD, Sales and external stakeholders ensuring timely response to customers. You will keep the customer informed of progress and address any concerns.
• Work with the Commercial team to identify expansion opportunities in order to maximize client retention,maximize client satisfaction and increase revenue.
• Escalate to line manager any unsolved issues or requests, which were not closed within the assigned time frame,in order to speed up the process of closing the requests towards clients' satisfaction.
• Manage customer complaints and resolve them within the defined SLA.
• Provide feedback internally on ways to improve the clients experience improve our brand image and enhance the product services portfolio.
• Conduct and participate in special projects and prepare the required reports. Understand clients request,concerns and challenges to prepare recommendations and proposals for review with senior management.
• Assist key accounts team in resolving challenging customer requests/issues.
• Coach and shadow team members to improve their behavioural/technical competencies.
• Perform any other job-related tasks as assigned by his/her manager.

Customer Networking

• Proactively engage in close professional relationship with business partners/potential customers and manage

key relationships with existing and potentially new customers in order to improve the company's product
portfolio and processes and enhances overall customer experience.

• Effectively and efficiently, manage long-term, mutually beneficial relationships with all customers, with a focus on VIP's/premium and other relevant stakeholders.

Analysis and Reporting

• Provide weekly/ monthly reports and updates (as and when required) in order to assist in developing the business strategy, identify actions needed and the alternative channels.

Master's degree in Business Management; Finance; Law; Commerce.
? Minimum 6 years of industry related experience with customer engagement or any related experience.
? Has experience in delivering client-focused solutions to customer needs, in client or public relations.
? Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail. Proven record in customer relationship management.
? Strong communication and interpersonal skills.
? Fluent in English (Written and Spoken). Arabic is desired.
? Strong stakeholder management and negotiation skills.
? Detail-oriented, efficient and organized with strong time management
? Problem solving skills.
? Analytics and presentation skills e.g. calculating rates, drafting and presenting memos/proposals
? Drive for results and delivering great experience for customers
? Respond well in fast-paced, high-pressure environment.
? Excellent ability in Microsoft Office.
? Salesforce experience Job Type: Full-time Salary: AED16,000.00 - AED18,000.00 per month