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Customer Relationship Manager

Qatar Project Management (QPM)

Qatar

Ref: KP594-827

Job description / Role

No. of Vacancy: 2

• Maintain good relationships with clients so that the business can maximize the value of those relationships
• Identify key contacts at potential client companies to establish and foster a relationship
• Participate in one-on-one meetings with clients to explain services to guide their choices
• Understand the problems and challenges of clients and identify ways the business could better address those needs
• Monitor and assess activities of our competitors to proactively satisfy and retain our clients
• Processes customer requests / complaints received via phones, e-mails and fax
• Utilizes an effective approach to handle special telephonic work activities such as call transfers, receiving messages on others behalf, call backs, interruptions and unintentional disconnects
• Ensures that customers receive a satisfactory response
• Ensures effective handling of customer queries / complaints and requests in compliance with the client’s service standards and code of practice and builds positive rapport with during their interaction with them
• Maintains detailed log of customer complaints / requests within the system in order to drive appropriate action and follows up with the customer periodically
• Updates customer records / database with details of the customers inquiry and the response conveyed to the customers
• Keeps abreast with latest knowledge of services provided by the client in order to provide relevant information to customers basis their queries
• Ensures timelines and commitments to the customers on a regular basis
• Displays flexibility in terms of work shifts and timings, as per work floor requirements
• Achieves set targets in terms of service standards for customer inbound calls received
• Works in cooperation with Quality Assurance and Continual Improvement department on securing and maintaining the ISO 9002 certification
• Carries out and ensures the compliance of all activities with the client’s regulations
• Provide excellent service in order to maintain a positive reputation for the business
• Set revenue targets and then develop and execute a strategy to meet those and deliver upon same
• Outgoing and customer-oriented attitude

Requirements

• University degree from a recognized University in an appropriate field such as business, marketing or management or equivalent. Evidence of suitable professional qualification or equivalent is preferable.
• Minimum of 15 years post graduate experience in a sales or customer service role preferably with at least 7 experience in major infrastructure projects or programmes; preference will be given to roads, aviation, structures or rail related experience.
• Excellent communication skills in English, written and spoken
• Arabic language skills is preferred
• Experience of working in Qatar and / or the Gulf region
• Driver’s License

About the Company

Qatar Project Management (QPM) is an independent subsidiary of Barwa Real Estate Development Company that provides expertise in Project Management, Design Management, Construction Management, and Contract Administration together with other associated Project Management functions. Established in 2008, QPM is centralized platform for provision of Project Management services to Barwa and Qatari Diar as well as local and international markets. QPM provides these services through an in-house team of highly-skilled, motivated, and qualified professionals supported by state-of-the-art information technology and highly-effective Project Management systems.

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