Client Relations Manager

Roles and responsibilities

• 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
• Collect client feedback about their experience.
• Develop relationships with clients and key personnel.
• Elevate complaints and feedback to the relevant departments.
• Meet with clients to establish their needs.
• Building and maintaining profitable relationships with key customers.
• Overseeing the relationship with customers handled by your team.
• Resolving customer complaints quickly and efficiently.
• Keeping customers updated on the latest products in order to increase sales.
• Meeting with managers in the organization to plan strategically.
• Expanding the customer base by upselling and cross-selling.
• Understanding key customer individual needs and addressing these.
• Conducting business reviews using CRM programs.
• Knowing your competition and strategizing accordingly.

Desired candidate profile

• Prior experience with customer service.
• Excellent interpersonal skills.
• Ability to network and build relationships.
• A degree in Business Management or a related field.
• A bachelor’s degree in administration or a related field.
• A minimum of 3 years’ experience.
• Excellent interpersonal and communication skills.
• Proficient in all Microsoft applications.
• Superior product knowledge.
• A team player with leadership skills.
• Maintain a positive attitude focused on customer satisfaction.
• Bachelor’s degree in a related field
• Microsoft PowerPoint/Excel and Word Knowledge
• Reporting and data analytics
• Ability to build and maintain strong client and business relationships.
• Proficiency in Microsoft Office and CRM software.
• Excellent communication and interpersonal skills.
• Good conflict resolution and problem-solving skills.
• Leadership and team management skills.
• Customer-oriented.