Client Relations Coordinator

7 months ago

Riyadh, Saudi Arabia Astral Facilities Mangement Full time

At a facilities services company; we are seeking a dedicated individual to serve as the primary liaison between our clients and internal teams. Responsibilities include coordinating service orders, managing client communications, ensuring adherence to quality standards, and resolving any issues promptly to maintain high customer satisfaction.
- Managing all communication between service delivery teams and clients for all B2C service orders.
- Maintaining close coordination with the operations team and actively participating in communication to ensure that company procedures are followed for each service delivery.
- Uploading all sales leads within the accounts onto the sales pipeline board.
- Onboarding new clients, contracts, and facilities, including gathering all contact points and contract details.
- Quoting: Collaborating closely with the surveyors and sales teams to ensure professional quotes are shared with the client.
- Managing tickets on CRM & CMMS for every concern received from clients.
- Documentation: Ensuring that reports are generated and shared for each service; training staff in proper reporting
- Invoicing: Ensuring timely generation and sharing of appropriate invoices with clients.
- Ensuring collection and recording of feedback for every service performed
- Collections: Follow ups with all clients for timely collections
- Identifying sales opportunities within the accounts being managed.
- Process optimization to ensure thorough follow-up on each case and identification of opportunities for improvement. Implementing enhancements to the service delivery process.
- Creating service contracts based on templates and quotes.
- Managing service aggregator calendars on a day-to-day basis.
- Implementing creative marketing efforts to maintain high ratings, retain clients, and achieve order continuity for recurring business.
- Conducting training, development, and performance evaluations for team members.
- Facilitating effective and timely client feedback to the operations team for corrective action and training purposes.
- Collaborating closely with internal teams, including sales, operations, and customer service, to coordinate efforts and deliver seamless service experiences.
- Keeping abreast of industry trends, competitive landscape, and emerging client needs to provide insightful reports for strategic decision-making and business growth.
- Conducting thorough assessments of clients' FM requirements, identifying opportunities for upselling or cross-selling additional services to meet evolving needs and maximize revenue.
- Serve as the primary point of contact for both B2B and B2C clients, maintaining regular communication to understand their needs, address concerns, and provide updates on services.
- Identifying and resolving issues or challenges faced by clients through collaboration with internal teams to implement effective solutions and maintain high levels of client satisfaction.
- Coordinate and schedule service inspections with clients to ensure adherence to quality standards and maintain high customer satisfaction.

Pay: From ﷼3,800.00 per month

Ability to commute/relocate:

- Riyadh: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Proficiency with any CRM tools/Software
- One instance throughout career where critical thinking was demonstrated

**Experience**:

- Customer Service: 2 years (required)

**Language**:

- English (required)
- Arabic (required)

**Location**:

- Riyadh (required)

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