Senior Client Relations Specialist

Client Communication & Service Excellence:

· Respond promptly and professionally to client inquiries received via hotline, email, mobile application, website, and social media, ensuring service excellence aligned with Travco Properties’ standards.

· Welcome and assist walk-in clients efficiently, minimizing waiting time and delivering a seamless and elevated client experience.

· Proactively communicate project updates, payment schedules, handover timelines, and company announcements to clients.

Complaint Handling & Case Management

· Resolve client complaints at first point of contact whenever possible; escalate complex or critical cases to supervisors or concerned departments with clear analysis and recommended solutions.

· Collaborate with Sales, Finance, Legal, and Operations teams to ensure accurate information flow and timely resolution of client requests.

CRM & Documentation Management

· Maintain accurate and up-to-date records of client interactions, complaints, collection follow-ups, and case status updates within the CRM system.

· Ensure all client files and documentation are complete, compliant, and audit-ready, maintaining data integrity in line with company policies and regulatory requirements.

Financial & Collections Coordination

· Notify clients of outstanding payments, delay penalties, maintenance fees, and other financial obligations in coordination with the Finance Department, ensuring professional and timely communication.

Performance & Reporting

· Meet or exceed established Service Level Agreements (SLAs) and Customer Satisfaction (CSAT) targets.

· Monitor, analyze, and summarize client engagement trends, feedback insights, and service performance metrics through structured weekly and monthly reports.

Team Leadership & Training

· Provide training and guidance to new hires on CRM usage, communication standards, and floor protocols.

· Support the Team Leader in monitoring SLAs, coaching junior staff, and resolving escalated client issues.

Conduct daily checks of junior executives’ emails and CRM logs to ensure professionalism, positivity, and brand alignment.



Requirements

Education: BSc in Business Administration or related disciplines.
Experience: 3 - 5 years of experience.
Skills: Communication skills - Interpersonal skills. – Presentation skills
Abilities & Attitude: Proficiency in MS Office – Fluency in English – Proficient in CRM system is a plus