offres d’emploi chez Ups à Émirats arabes unis

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.