Senior Client Management Representative

Majis Industrial Services

Engage with clients through various channels to address inquiries and resolve issues. As a customer-centric organization, the role requires flexibility to interact with clients at any time of the day to ensure continuous support and service excellence.

Maintain open and transparent communication with clients, providing regular updates on service status and improvements.

Act as a liaison between clients and internal teams, ensuring smooth communication flow.

Build and nurture strong, long-term relationships with clients, becoming a trusted advisor.

Conduct regular meetings to understand client needs and identify opportunities for improvement and ensure timely follow-up on agreed actions.

Control receivable management to ensure days sales outstanding is meeting the defined target.

Verify clients monthly water consumption readings, ensure the invoices are delivered to the clients on time.

Actively use and update the CRM system to manage client interactions and ensure data accuracy.

Work with Client Management Manager to ensure compliance with the clients requests.

Maintains clients/supply database.

• Issue Resolution and Complaint Handling:

Handle clients issues, demonstrating exceptional problem-solving skills and a deep understanding of our products or services.

Serve as the primary point of contact for client inquiries, concerns, complaints and acting as an administrator for the Complaint Management System.

Investigate and resolve issues promptly, ensuring minimal impact on client operations.

Collaborate with internal technical teams to develop innovative solutions that meet client requirements.

Ensure the delivered services meet contractual standards, identify any gap and propose necessary action.

• Contract Management:

Oversee and manage contractual agreements with industrial clients.

Ensure compliance with contract terms and conditions.

Collaborate with internal teams to meet and exceed service level expectations.

• Continuous Improvement:
• Identify areas for process improvement and efficiency gains.

Implement strategies to enhance overall customer satisfaction.

Proactively identify opportunities for upselling or expanding services based on client need.

Conduct clients satisfaction survey, calculate, analyze, and create action plans based on clients feedback to identify trends and areas for improvement in our products and services.

Engage with Client Management Manager to identify areas for process improvement and contribute to the development and implementation of Client Management policies and procedures.

Key Interactions:

Internal: Technical, Commercial, Legal, Investor Relations, Audits, Corporate Functions (Finance, PT&C).

External: Clients, Vendors.

Education requirements:

Bachelor s Degree in Engineering discipline or equivalent

Candidates with a blend of client management experience and technical expertise are preferred.

Language requirements :

Excellent knowledge of written, read, and spoken English (required) & Arabic Native

Experience & Background (knowledge):

Experience: 4-5 years of relevant experience.

Candidates with a blend of client management experience and technical expertise are preferred, as the role involves direct interaction with industrial clients requiring technical understanding of utility services.

Proven experience in account management within the industrial water sector.

Strong understanding of water treatment processes and industry regulations.

Excellent communication, negotiation, and problem-solving skills.

Ability to work independently and collaboratively in a team-oriented environment.

Customer-centric mindset with a focus on delivering exceptional service.

Significant experience in sales, and client management, ideally in the water treatment industry.

Experience with product portfolio management.

Background:

Clear understanding of water treatment processes, including physical, chemical, and biological treatment methods, is essential for this role.

Combination of technical knowledge, and business acumen, as well as a track record of success in sales, business development, and client management.

Strong customer relationship management skills, including the ability to build and maintain long-term partnerships with clients. Able to understand their needs and be able to communicate effectively with them.

Balance technical expertise with business acumen and be able to communicate effectively with a variety of stakeholders to drive growth and profitability for the company.

Competencies and Skills:

• Soft:

Able to work collaboratively with all involved.

Strategic Thinking, Influencing, negotiation, teamwork.

Strong communication and presentation skills

Capable of developing trust with staff, colleagues, and customers.

Analytical skills to forecast and identify trends and challenges.

Excellent communication skills, both verbal and written.

Able to convey complex information in a clear and concise manner.

Has problem solver mentality and thinks out of the box respectively. Shows creativity.

Emotional resilience

Tact and diplomacy

Excellent communication

Strong Stakeholder management

• Technical:

Computer literate with expertise in MS Office.

Technical engineering terminology in English & Arabic languages

Identifying new opportunities for growth and development,

Ability to convey complex technical information in a clear and concise manner is essential.

Clear understanding of Marketing business s regulations.