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.