Company Overview:Our client is a National Soft Services company, dedicated to delivering excellent facility management and soft service solutions to their clients. With a commitment to innovation and client satisfaction, they are currently seeking a
Client Relationship Manager in Melbourne. You will be instrumental in fostering strong
Client Relationships and contributing to the overall success of the business.
Responsibilities:- Build and nurture strong Client Relationships to understand and exceed their unique needs.
- Act as the primary point of contact, fostering clear communication channels.
- Lead the implementation of Customer Experience Standards, ensuring exemplary service delivery.
- Recruit, train, mentor, and oversee the performance of concierge team members and supervisors.
- Schedule concierge and pop-up concierge desks, providing ad-hoc assistance to the centre management team as needed.
- Address escalated complaints and regularly review the complaints log to identify areas for improvement.
- Revise and maintain the Customer Service Manual to reflect current best practices.
- Supervise cash register operations, equipment rentals, lost property handling, and the maintenance of the shop directory systems.
- Analyse customer and retailer feedback trends, proposing solutions to enhance overall satisfaction.
- Manage the customer services budget efficiently.
- Actively promote centre marketing initiatives, ensuring team members are well-versed in marketing strategies.
- Execute customer experience projects such as temporary wayfinding enhancements.
- Spearhead the development of innovative customer service initiatives.
- Organize and manage monthly community events to foster engagement and goodwill.
Qualifications:
- Bachelor's degree in Business, Management, or a related field.
- Proven track record in Client Relationship management within the facilities services industry.
- Retail facilities and operations experience would be desirable
- In-depth understanding of facility management principles, practices and operations.
- Exceptional communication, negotiation, and problem-solving skills.
- Ability to thrive in a collaborative, fast-paced environment.
If you believe this opportunity is right for you, please send your CV to Beatrice - beatrice@aurexgroup.com by using the 'Apply Now' button below.To view similar opportunities or express interest in related positions, please visit our website www.aurexgroup.com and follow us on LinkedIn https://lnkd.in/fgAWEBa
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