Job Description

Job Title: Customer Service Relations Specialist

Role:

As a Customer Service Relations Specialist at our cleaning services company, you will serve as the primary point of contact for our clients, ensuring exceptional service delivery and fostering positive relationships. Your role will involve addressing client inquiries, resolving service issues, and coordinating with internal teams to exceed customer expectations. Through your dedication to customer satisfaction and effective communication skills, you will play a pivotal role in maintaining client loyalty and driving business growth.

Responsibilities:

1. Client Engagement: Serve as the frontline representative for client inquiries, feedback, and requests, delivering prompt and courteous responses via phone, email, and other communication channels.

2. Issue Resolution: Address client concerns, service issues, and complaints in a timely and empathetic manner, striving to achieve swift resolution and exceed customer expectations.

3. Service Coordination: Coordinate service requests, scheduling, and appointment bookings with internal operations teams to ensure timely and efficient service delivery.

4. Client Relationship Management: Build and nurture strong relationships with clients, demonstrating genuine care and attentiveness to their needs and preferences.

5. Client Onboarding and Retention: Facilitate the onboarding process for new clients, providing guidance on service offerings, pricing, and contract terms. Proactively engage with existing clients to strengthen relationships and encourage long-term loyalty.

6. Quality Assurance: Monitor service quality and client satisfaction through follow-up calls, surveys, and feedback mechanisms, identifying opportunities for improvement and implementing corrective actions as needed.

7. Cross-Functional Collaboration: Collaborate closely with internal departments, including operations, billing, and sales, to address client inquiries, resolve issues, and streamline communication processes.

8. Documentation and Reporting: Maintain accurate records of client interactions, service requests, and resolutions in the customer relationship management (CRM) system. Generate regular reports on key performance metrics and trends to inform strategic decision-making.

9. Continuous Improvement: Stay informed about industry trends, customer preferences, and competitive landscape to identify opportunities for service enhancements and process improvements.

10. Customer Education: Educate clients on best practices, service offerings, and additional services that may benefit their needs, promoting upsell and cross-sell opportunities to drive revenue growth.

Qualifications:

1. Bachelor's degree preferred.

2. Proven experience in customer service, client relations, or a related field, preferably within the cleaning services industry.

3. Excellent communication skills, both verbal and written, with a professional and friendly demeanor.

4. Strong interpersonal skills, with the ability to empathize with clients, build rapport, and defuse challenging situations effectively.

5. Detail-oriented with strong organizational and multitasking abilities, able to prioritize tasks in a fast-paced environment.

6. Proficiency in Microsoft Office applications and customer relationship management (CRM) software.

7. Adaptability and resilience in handling diverse client inquiries and service requests.

8. Customer-centric mindset with a commitment to delivering exceptional service and exceeding client expectations.

9. Problem-solving skills with a proactive and solution-oriented approach to issue resolution.

10. Ability to work independently as well as collaboratively within a team environment, fostering a positive and supportive work culture.

Join our team and become an integral part of our commitment to delivering outstanding customer service and building lasting relationships with our clients. Apply now to embark on a rewarding career journey with us!

Job Type: Full-time

Pay: AED2,000.00 - AED2,500.00 per month

Experience:

• customer service: 2 years (Preferred)