Customer Relationship Manager

Job Summary:

CRM will be responsible for managing and enhancing customer relationships,

ensuring the satisfaction of clients, and delivering effective solutions. The team will

focus on maintaining strong client relationships, managing inquiries, handling

customer feedback, and providing ongoing support to clients, while ensuring the

smooth integration of MEPF services.

Key Responsibilities:

• Manage and maintain customer relationships for MEPF services, acting as the

main point of contact for clients throughout the project lifecycle.

• Respond to customer inquiries promptly via email, phone, and other

communication channels, ensuring accurate and timely information is

provided.

• Provide clients with regular updates on project progress, system installations,

and service maintenance schedules.

• Address customer complaints, issues, and queries effectively, ensuring quick

resolution and client satisfaction.

• Monitor and assess customer feedback to identify areas for improvement and

ensure a positive customer experience.

• Coordinate with the technical and project teams to ensure customer

requirements are being met with the proper MEPF solutions.

• Maintain customer records and update CRM systems with relevant details

regarding project milestones, communication logs, and feedback.

• Support sales and marketing teams by providing customer insights and

identifying opportunities for up-selling or cross-selling MEPF services.

• Participate in post-installation follow-up to ensure customer satisfaction and

identify opportunities for additional services or upgrades.

• Develop customer satisfaction surveys and reports to gather insights into

service quality and project outcomes.

• Analyze CRM data to track trends, improve service delivery, and implement

customer-focused strategies.

• Collaborate with internal teams to ensure that customer issues and feedback

are addressed promptly and effectively.Requirements:

• Bachelors degree in Business Administration, Engineering, or a related field

(preferred).

• Proven experience in a CRM role.
• Strong understanding of MEPF systems and services, with the ability to

communicate technical details to non-technical clients.

• Proficiency in CRM software (e.g., Salesforce, HubSpot, etc.) and Microsoft

Office Suite.

• Strong communication skills, both verbal and written, with the ability to engage

effectively with clients.

• Problem-solving and conflict-resolution skills with a customer-first mindset.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively in a team environment while managing

individual responsibilities.

• Experience in project management or technical support is a plus.

Preferred Qualifications:

• Experience in the MEPF or construction industry, specifically dealing with

mechanical, electrical, plumbing, or fire safety services.

• Ability to analyze customer data and create actionable insights.
• Multilingual abilities are an advantage, particularly in regions with diverse

client bases.

Personal Attributes:

• Excellent interpersonal skills, with the ability to build rapport and trust with

clients.

• Proactive, self-motivated, and capable of managing multiple tasks

simultaneously.

• Strong work ethic and a commitment to delivering high-quality customer

service.

• Ability to adapt to changing customer needs and industry trends.