Customer Relations Specialist
About This Role
Job Title: Customer Relations Specialist
Department: Customer Relationship Management (CRM)
Job Purpose The role aims to manage and develop relationships with existing clients while establishing new strategic partnerships that contribute to business growth and expansion of the customer base. The position holder is responsible for building long-term partnerships, enhancing customer satisfaction, and representing the company to target clients, thereby strengthening market presence and achieving sales and strategic objectives.
Key Responsibilities
Proficiently handle various opportunity and tender platforms and regularly track their updates
Manage and follow up on key client accounts, ensuring relationship continuity
Monitor project and service execution from a customer experience perspective, ensuring quality delivery
Address customer inquiries and complaints in coordination with relevant departments until resolution
Measure customer satisfaction, analyze results, and provide improvement recommendations
Follow up on contract renewals to ensure business continuity
Develop new relationships with prospective clients
Conduct regular field visits to clients and present company services and products
Professionally explain company solutions and offerings
Target new clients based on an approved strategic plan
Build and continuously update a database of potential clients
Prepare necessary follow-up and performance reports
Analyze sales services and align them with targeted client segments
Work with various contract types, especially framework and long-term agreements
Prepare periodic reports on account status, new opportunities, and visit activities
Update and maintain accurate customer data in the CRM system
Adhere to company policies and procedures in all interactions
Requirements & Qualifications Bachelor’s degree in Business Administration, Marketing, or a related field
3–5 years of experience in customer relations, account management, or business development
Required Skills Advanced proficiency in Microsoft Office applications
Strong communication and professional presentation skills
Excellent persuasion and strategic relationship-building abilities
Client engagement and negotiation skills
Good understanding of the sales cycle and account management
Ability to analyze customer needs and provide appropriate solutions
Proficiency in CRM systems
Strong organizational and time management skills
Professional-level English proficiency for effective client communication and preparation of proposals and formal correspondence
Key Performance Indicators (KPIs)
Customer Satisfaction Rate (CSAT / NPS)
Customer Retention Rate
Number of New Clients Acquired
Number of Monthly Visits and Meetings Conducted
Opportunity Conversion Rate to Projects
Contract Renewal Rate
Customer Lifetime Value Growth
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