Job Summary

Malaak specializes in childcare and sleep services supporting families on their prenatal and postnatal journey. We are looking for a highly motivated and detailoriented individual to join our team as a Customer Management and Client Servicing Specialist.

Key Responsibilities:

Client communication: Maintain regular communication with clients via phone email whatsapp or inperson meetings ensuring their needs are met promptly and in a positive empathetic and professional manner at all times.

Customer Relationship Management: Develop and maintain strong relationships with clients. Manage and update the CRM system with client interactions sales and any personal preferences. Schedule and conduct regular followups on renewals and manage the renewal process.

Issue Resolution: Address and resolve client concerns and complaints professionally and effectively in a timely manner ensuring high client satisfaction.

Service Coordination: Coordinate with internal teams and colleagues to ensure timely and accurate delivery of services to clients.

Feedback Collection: Gather and analyze client feedback to identify areas for improvement and communicate these to Childcare and Team manager.

Upselling and Crossselling: understand all our services well enough to be able to identify opportunities to upsell or crosssell services to existing clients based on their needs.

Client Onboarding and Data Management: Assist in the client onboarding process understanding client needs and expectations ensuring all documents are signed and there is a smooth transition and integration of our services. Maintain accurate and uptodate client records in the CRM system.

Monthly Targets: Achieve the monthly targets provided by the Childcare manager and proactively provide insights if there is a risk to achieving it.

Internal Customers:

Update Childcare professionals as and when required about new or changes to contracts/bookings
Manage the schedule to ensure 100 effective and efficient use of the Childcare Professionals time and allocation
Updates to the Childcare weekly meeting on time and accurately
Managing changes in schedules due to annual or sick leaves while providing updates to management for any risks
Update Drivers on the agreed cutoff times about schedules and any changes to schedule

Requirements

Skills & Qualifications:

Strong communication handling skills and active listening
Strong Problemsolving Skills and a proactive approach to addressing client issues
Technical Proficiency: Familiarity with CRM systems
Attention to Detail: High attention to detail and organizational skills
Interpersonal skills: Strong interpersonal skills with the ability to build and maintain client relationships.
Time management Ability to multitask prioritize and manage time effectively