Client Representative

As a high-end luxury resident and offices Facilities Management company, we are looking for a Client Representative (Arabic Speaker) with a hospitality background to enhance client engagement, manage day-to-day communications, and streamline service delivery for our clients.

Key Responsibilities:

• Serve as the key liaison between clients and the FM team to enhance engagement, trust, and service delivery.
• Filter, manage, and address client communications and day-to-day escalations to
• significantly reduce the FM Operations Manager's operational workload.
• Conduct regular client visits and check-ins to evaluate satisfaction, identify specific needs, and ensure alignment with maintenance schedules.
• Respond promptly to emergency situations and client complaints, coordinating immediate, high-quality solutions with the technical team.
• Translate client feedback into actionable insights for the FM Operations Manager and Technical Manager.
• Assist in coordinating DLP (Defect Liability Period) communication between clients and the Internal teams.
• Monitor service delivery to ensure it aligns with luxury hospitality standards and specific contract terms.
• Prepare detailed client feedback reports and present recommendations to management to continuously improve client retention and satisfaction.

Requirements:

• Bachelor’s degree in Hospitality Management, Business Administration, Public Relations, or a relevant discipline from reputable universities.
• Minimum of 5 years of experience in client relations, guest services, or account management within luxury hotels, high-end residential, or premium retail/F&B environments.
• Native or fluent Arabic speaker with exceptional written and verbal communication skills in both Arabic and English; ability to engage culturally and professionally with high-net-worth clients.
• Proven background in hospitality, focusing on premium service delivery, client relationship management, and escalation handling.
• Demonstrated ability to resolve client issues and emergency situations rapidly with a high degree of diplomacy and tact.
• Strong interpersonal, presentation, and negotiation skills to build and maintain trust with clients and key project stakeholders.
• Ability to act as an effective bridge between clients and internal technical/operational teams, reducing the operational workload on management.
• Strong organizational and task prioritization skills with the ability to perform under tight deadlines.
• Proficiency in MS Office applications; familiarity with facility management software.