Customer Relationship Manager at Alpha Mead Facilities & Management Services (AMFacilities)

Summary:
The role entails ensuring the highest level of customer service throughout the company, hence understanding and satisfying the company’s customers’ requirements. The job holder is a customer portfolio officer who focuses on customer retention strategies through management of customer database, prompt response to enquiries and resolution of customer complaints.

Responsibilities:

• Responsible for managing the customer database, responding to incoming emails and phone enquiries from customers.                                                             
• Manage and follow up with customer payment
• Initiate monthly newsletter/ project update
• Prepare offer letter for prospective customers
• Arrange for site visitation with customers
• Prepare and Plan for all marketing events
• Credit Control Personnel for customers
• Customer Engagement - (e.g Open House, Send out Birthday and Wedding wishes as at when due)
• Respond to all customer inquiries
• Prepare customer statement and email to them every month
• Responsible for customer documentation and KYC
• Provide General Administrative support to all clients and the sales team
• Ensure outstanding customer satisfaction by maintaining strong working relationships.
• Handle client escalations throughout the implementation life cycle in a timely and accurate fashion
• Schedule and conduct status meetings with appropriate development resources and customers e.g open house etc
• Assist sales team in referral business acquisitions, retention and management.
• Maintain complete and accurate customer correspondence data.
• Develop and update client related reports in a timely manner.
• Generate at least 1 referral business from each customer.
• Negotiate and manage agreements through sales business contract process.

Required skills and qualification

• Proven experience as a Client Relationship Manager
• Knowledge of customer relationship management (CRM) practices
• Experience in sales or customer service is preferred
• Problem-solving attitude
• Excellent communication skills
• Aptitude for fostering positive relationships
• Teamwork and leadership skills
• Customer-oriented mindset
• BSc/BA in Business Administration or similar field