وظيفة تنفيذي علاقات عملاء شاغرة لدى Optimum في الرياض

JOB PURPOSE

Manage day-to-day client communication for all assigned accounts - responding to client queries, resolving service issues, coordinating with internal departments to fulfil client requests, and ensuring every client interaction is documented accurately and promptly.

Every unresolved query or undocumented interaction is a client satisfaction and retention risk.

 KEY ACCOUNTABILITIES & RESPONSIBILITIES

A - Client Communication & Query Resolution

• Respond to all assigned client queries and requests received via phone, email, or portal within the defined response SLA.
• Review client account history and prior correspondence before responding, to ensure continuity and accuracy.
• Resolve routine client issues directly; escalate non-standard or high-risk issues to the Account Manager without delay.
• Coordinate with Operations, Finance, or other internal departments as needed to fulfil client requests.
• Proactively follow up with clients on open items, pending documentation, or outstanding requests.

B - Documentation & Account Records

• Log every client interaction in the CRM immediately after each contact - capture: channel, client name, topic, outcome, and any follow-up required.
• Maintain complete and accurate account records for every assigned client.
• Update client and account status in the system in real time after every action.
• Ensure all client documentation is audit-ready and available for review by the Account Manager or Sales & Account Manager.

C - Relationship Management & Retention

• Build and maintain positive working relationships with all assigned clients.
• Identify early signs of client dissatisfaction or churn risk and flag them to the Account Manager immediately.
• Support renewal and upsell conversations as directed by the Account Manager.
• Gather client feedback and route it to the relevant internal stakeholders.

D - Quality & Compliance

• Maintain accuracy and professionalism in every client interaction - client communication reflects directly on the company's reputation.
• Flag any unusual client request or non-standard scenario to the Account Manager immediately.
• Proactively flag to the Account Manager when a client query is approaching its response SLA without resolution.