Customer Relations Specialist

Job Title: Customer Relations Specialist

Department: Customer Relationship Management (CRM)

Job Purpose

The role aims to manage and develop relationships with existing clients while establishing new strategic partnerships that contribute to business growth and expansion of the customer base. The position holder is responsible for building long-term partnerships, enhancing customer satisfaction, and representing the company to target clients, thereby strengthening market presence and achieving sales and strategic objectives.

Key Responsibilities

Proficiently handle various opportunity and tender platforms and regularly track their updates

Manage and follow up on key client accounts, ensuring relationship continuity

Monitor project and service execution from a customer experience perspective, ensuring quality delivery

Address customer inquiries and complaints in coordination with relevant departments until resolution

Measure customer satisfaction, analyze results, and provide improvement recommendations

Follow up on contract renewals to ensure business continuity

Develop new relationships with prospective clients

Conduct regular field visits to clients and present company services and products

Professionally explain company solutions and offerings

Target new clients based on an approved strategic plan

Build and continuously update a database of potential clients

Prepare necessary follow-up and performance reports

Analyze sales services and align them with targeted client segments

Work with various contract types, especially framework and long-term agreements

Prepare periodic reports on account status, new opportunities, and visit activities

Update and maintain accurate customer data in the CRM system

Adhere to company policies and procedures in all interactions

Requirements & Qualifications

Bachelor’s degree in Business Administration, Marketing, or a related field

3–5 years of experience in customer relations, account management, or business development

Required Skills

Advanced proficiency in Microsoft Office applications

Strong communication and professional presentation skills

Excellent persuasion and strategic relationship-building abilities

Client engagement and negotiation skills

Good understanding of the sales cycle and account management

Ability to analyze customer needs and provide appropriate solutions

Proficiency in CRM systems

Strong organizational and time management skills

Professional-level English proficiency for effective client communication and preparation of proposals and formal correspondence

Key Performance Indicators (KPIs)

Customer Satisfaction Rate (CSAT / NPS)

Customer Retention Rate

Number of New Clients Acquired

Number of Monthly Visits and Meetings Conducted

Opportunity Conversion Rate to Projects

Contract Renewal Rate

Customer Lifetime Value Growth