Customer Management and Client Servicing Specialist

Customer Management and Client Servicing Specialist

Malaak specializes in childcare and sleep services supporting families on their prenatal and postnatal journey. We are looking for a highly motivated and detail-oriented individual to join our team as a Customer Management and Client Servicing Specialist.

Key Responsibilities:

• Client communication: Maintain regular communication with clients via phone, email, WhatsApp, or in-person meetings, ensuring their needs are met promptly and in a positive, empathetic, and professional manner at all times.
• Customer Relationship Management: Develop and maintain strong relationships with clients. Manage and update the CRM system with client interactions, sales, and any personal preferences. Schedule and conduct regular follow-ups on renewals and manage the renewal process.
• Issue Resolution: Address and resolve client concerns and complaints professionally and effectively in a timely manner, ensuring high client satisfaction.
• Service Coordination: Coordinate with internal teams and colleagues to ensure timely and accurate delivery of services to clients.
• Feedback Collection: Gather and analyze client feedback to identify areas for improvement and communicate these to the Childcare and Team manager.
• Up-selling and Cross-selling: Understand all our services well enough to be able to identify opportunities to upsell or cross-sell services to existing clients based on their needs.
• Client Onboarding and Data Management: Assist in the client onboarding process, understanding client needs and expectations, ensuring all documents are signed and there is a smooth transition and integration of our services. Maintain accurate and up-to-date client records in the CRM system.
• Monthly Targets: Achieve the monthly targets provided by the Childcare manager and proactively provide insights if there is a risk to achieving it.

Internal Customers:

• Update Childcare professionals as and when required about new or changes to contracts/bookings.
• Manage the schedule to ensure 100% effective and efficient use of the Childcare Professionals' time and allocation.
• Provide updates to the Childcare weekly meeting on time and accurately.
• Manage changes in schedules due to annual or sick leaves while providing updates to management for any risks.
• Update Drivers on the agreed cutoff times about schedules and any changes to schedule.

Skills & Qualifications:

• Strong communication handling skills and active listening.
• Strong problem-solving skills and a proactive approach to addressing client issues.
• Technical Proficiency: Familiarity with CRM systems.
• Attention to Detail: High attention to detail and organizational skills.
• Interpersonal skills: Strong interpersonal skills with the ability to build and maintain client relationships.
• Time management: Ability to multi-task, prioritize, and manage time effectively.