Service- Relationship Officer

Job Description

Role In Organization As a Whole

The Client Relationship Officer (Service Department) is responsible for marketing, administering, and managing client service contracts to ensure the smooth execution of services, maintain strong client relationships, and contribute to revenue growth. This role involves coordinating contract negotiations, tracking contract deliverables, resolving issues, and ensuring compliance with contract terms. The Client Relationship Officer plays an important role in ensuring client satisfaction, service quality, and contract sales.

Key Responsibilities

Contract Sales:

• Collaborate with the sales/service team to identify opportunities to sell new client service contracts to existing clients or prospects.
• Present contract offerings to clients, highlighting the value, benefits, and customization options.
• Negotiate and finalize service contracts, ensuring alignment with client needs and company capabilities.
  
  

Contract Administration:

• Oversee the end-to-end administration of client service contracts, including contract creation, amendments, renewals, and terminations.
• Maintain a comprehensive database of all breakdown, PM, client service contracts, including key terms, renewal dates, and client contact information.
  
  

Client Communications:

• Serve as the main point of contact for clients regarding contract-related inquiries, changes, and clarifications.
• Facilitate clear and effective communication between clients, service teams, and internal departments.
  
  

Client Meeting:

• Set meeting and visit Client for new/renew service contract.
• Coordinate among service/sales for the client meeting, if required.
  
  

Contract Compliance:

• Monitor contract performance to ensure compliance with agreed-upon terms and service levels.
• Identify and address any deviations from contract requirements promptly.
• Oversee and ensure accuracy and timeliness in invoicing processes.
• Monitor accounts receivable and follow up with clients to ensure prompt payment.
  
  

Service Quality Assurance:

• Collaborate with service delivery teams to ensure that contracted services meet or exceed client expectations.
• Implement quality assurance processes to track and report service performance.
• To provide Quality service, maintain proper service tools inventory.
  
  

Issue Resolution:

• Act as a mediator in resolving any disputes or issues related to contracts, ensuring that both parties reach mutually beneficial solutions.
  
  

Contract Renewals and Amendments:

• Initiate contract renewals and amendments, negotiating terms and conditions in accordance with changing client needs or business conditions.
• Analyze contract performance data to make informed recommendations for contract renewals or changes.
  
  

Documentation and Reporting:

• Maintain accurate and organized records of contract-related documents, correspondence, approvals, and sales activities.
• Generate regular reports summarizing contract status, performance, and potential risks or opportunities for management review.
  
  

Technical Work:

• Service visit as FSE, in case of requirement, as assigned by office.
  
  

Customer Service Team Leadership:

• Provide leadership and guidance to the customer service team, ensuring a high level of service quality and client satisfaction.
• Set performance targets, monitor team performance, and provide coaching and feedback.
  
  

Education

• BME
  
  

Experience

• 2–4 years of relevant experience in client relationship management, service coordination, contract administration, or customer service.
• Experience in service contract sales or after-sales service management will be an advantage.
  
  

Skills and Competencies

• Strong communication and negotiation skills.
• Excellent client relationship management and interpersonal skills.
• Ability to manage multiple contracts, deadlines, and client requests efficiently.
• Strong problem-solving and conflict resolution abilities.
• Good organizational and documentation skills.
• Proficiency in MS Office (Excel, Word, PowerPoint) and basic reporting tools.
• Ability to coordinate effectively with cross-functional teams such as sales, service, and finance.
  
  

Additional Requirements

• Willingness to visit clients and attend meetings regularly.
• Ability to work under pressure and handle multiple responsibilities.
• Basic technical understanding of service operations will be an advantage.