Senior Clients Management Representative

Oman Investment Authority

Managing clients relationships, handling complaints, and ensuring quality of services

• Play a pivotal role in ensuring the seamless delivery of water services to our valued clients in the industrial sector.
• Evaluate specific requirements and potential impact on clients operations.
• Understand Business needs and provide customized solutions that meet those needs.

Main tasks and responsibilities:

• Clients Relationship Management:

Engage with clients through various channels to address inquiries and resolve issues. As a customer-centric organization, the role requires flexibility to interact with clients at any time of the day to ensure continuous support and service excellence.

Maintain open and transparent communication with clients, providing regular updates on service status and improvements.

Act as a liaison between clients and internal teams, ensuring smooth communication flow.

Build and nurture strong, long-term relationships with clients, becoming a trusted advisor.

Conduct regular meetings to understand client needs and identify opportunities for improvement and ensure timely follow-up on agreed actions.

Control receivable management to ensure days sales outstanding is meeting the defined target.

Verify clients monthly water consumption readings, ensure the invoices are delivered to the clients on time.

Actively use and update the CRM system to manage client interactions and ensure data accuracy.

Work with Client Management Manager to ensure compliance with the clients requests.

Maintains clients/supply database.

• Issue Resolution and Complaint Handling:

Handle clients issues, demonstrating exceptional problem-solving skills and a deep understanding of our products or services.

Serve as the primary point of contact for client inquiries, concerns, complaints and acting as an administrator for the Complaint Management System.

Investigate and resolve issues promptly, ensuring minimal impact on client operations.

Collaborate with internal technical teams to develop innovative solutions that meet client requirements.

Ensure the delivered services meet contractual standards, identify any gap and propose necessary action.

• Contract Management:

Oversee and manage contractual agreements with industrial clients.

Ensure compliance with contract terms and conditions.

Collaborate with internal teams to meet and exceed service level expectations.

• Continuous Improvement:
• Identify areas for process improvement and efficiency gains.

Implement strategies to enhance overall customer satisfaction.

Proactively identify opportunities for upselling or expanding services based on client need.

Conduct clients satisfaction survey, calculate, analyze, and create action plans based on clients feedback to identify trends and areas for improvement in our products and services.

Engage with Client Management Manager to identify areas for process improvement and contribute to the development and implementation of Client Management policies and procedures.

Key Interactions:

Internal: Technical, Commercial, Legal, Investor Relations, Audits, Corporate Functions (Finance, PT&C).

External: Clients, Vendors.