Serve as the primary point of contact for clients, addressing inquiries and resolving issues promptly and professionally.
Manage and document customer interactions via phone, email, and in-person meetings, ensuring accurate records in the CRM system.
Coordinate with internal teams to facilitate timely service delivery and follow up on client requests.
Monitor and track service requests, ensuring all client concerns are addressed within established timelines.
Provide detailed information about EFS Facilities Services’ offerings, policies, and procedures to clients.
Escalate complex or unresolved issues to the appropriate departments for further investigation and resolution.
Gather and relay client feedback to support continuous improvement in service delivery.
Assist in preparing regular reports on customer service metrics and trends for management review.
Support the onboarding process for new clients, ensuring a seamless transition and positive initial experience.
Maintain a high standard of professionalism and confidentiality in all client interactions.
Job Requirements
Minimum of 2 years and up to 5 years of experience in a customer service or client-facing role, preferably within facilities management or a related industry.
Excellent verbal and written communication skills in English; additional language proficiency is an advantage.
Strong interpersonal skills with the ability to build rapport and maintain positive relationships with clients.
Proven problem-solving abilities and a proactive approach to resolving client issues.
Ability to manage multiple tasks and prioritize effectively in a fast-paced, office-based environment.
Demonstrated attention to detail and accuracy in handling client information and service requests.
Proficiency in using CRM systems, Microsoft Office Suite, and other relevant software.
Ability to work independently as well as collaboratively within a team.
