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Client Relations Supervisor

3 months ago

Dubai, Dubai, United Arab Emirates Talent Pal Full time
Position Overview

The Client Relations Supervisor (CRS) is accountable for the comprehensive management of customer relationships and support issues related to a designated portfolio of client accounts. The CRS serves as the primary escalation point for all client concerns, acting as the advocate for customers within Talent Pal.

The CRS monitors and evaluates spare parts and repair management through backlog alignment, collaborating closely with client procurement teams to ensure that order records are regularly updated.

Client satisfaction is a key responsibility of the CRS, measured through both internal and external performance metrics and scorecards. The CRS will conduct on-site visits to clients across various regions as necessary.

Key Responsibilities
  • Ensure high levels of customer satisfaction, assessed through performance scorecards.
  • Establish and nurture long-term relationships with clients.
  • Act as the primary contact for all client-specific matters.
  • Take ownership of client issues, ensuring thorough follow-through to resolution.
  • Maintain accurate records and document all customer support interactions within the CRM system.
  • Conduct on-site meetings with clients as required, including Program Review Meetings (PRM), Technical Review Meetings (TRM), and Executive Review Meetings (ERM).
  • Generate post-visit reports and manage follow-up actions to completion.
  • Develop and track Key Performance Indicators (KPIs).
  • Analyze data to identify trends and areas for improvement.
  • Serve as the point of contact for performance claims, coordinating with relevant teams to validate claims and negotiate settlements.
  • Review and distribute client backlog reports, taking proactive measures to prevent delays.
  • Assist the finance department in recovering overdue accounts, providing necessary points of contact and addressing recurring issues for corrective actions.
  • Stay informed about clients' internal challenges that may impact Talent Pal's business.
  • Provide feedback to the sales team regarding new sales opportunities and inform program teams about at-risk components.
Qualifications

Proficient in MS Project and skilled in MS Office applications. Excellent verbal and written communication abilities. Strong relationship-building skills, leadership capabilities, organizational proficiency, and the ability to analyze and summarize information effectively.

Work Specifics

Willingness to travel up to 50% of the time.


Talent Pal is a global leader in technology solutions, operating in various sectors including customer service and support. Our mission is to contribute to a more efficient and accessible world. With a diverse workforce, we are committed to innovation and excellence in our services.