Senior Client Relationship Representative

Job Summary:

We are looking for a highly organized and client-centric Senior Client Relationship Representative to lead the front-facing experience for our clients and visitors. This role bridges operational excellence with exceptional customer service, ensuring smooth day-to-day interactions and continuous improvement of service delivery. The ideal candidate thrives in a dynamic environment, enjoys building relationships, and takes pride in problem-solving and operational coordination.

Key Responsibilities:

Client Experience & Relationship Management

• Welcome visitors and tenants warmly and assist with the tour process.

• Manage client and visitor registration across operational systems (CRM, printing, Wi-Fi, access platforms).

• Build rapport with clients, ensuring needs are understood and met professionally.

• Provide administrative and secretarial support (calls, document preparation, meeting room booking, printing, etc.).

• Serve as the first point of contact for client inquiries and service-related issues.

🔧 Operational Excellence

• Supervise and support day-to-day operations to ensure alignment with internal policies and service standards.

• Coordinate with IT Support and Help Desk to troubleshoot client technical issues effectively.

• Monitor and follow up on service tickets, ensuring timely completion and accurate documentation.

Reporting & KPIs

• Track performance against defined KPIs and service benchmarks.

• Report daily activities, client feedback, and improvement opportunities to the CRS team.

Process Improvement & Support

• Support the implementation of approved departmental policies, systems, and procedures.

• Identify opportunities for continuous improvement in workflows, service delivery, and client engagement.

• Contribute to budgeting efforts by monitoring service-related performance against cost forecasts.

Compliance & Safety

• Ensure compliance with health, safety, and environmental standards.

• Promote a safe and welcoming workplace for clients and team members alike.

Additional Duties

• Perform other related tasks or assignments as directed by management.