Customer Relations Specialist

Who we are:

Built by a passionate team of problem-solvers, Ajar Online is a mobile cloud service built for the real estate market in the MENA region that uses technology to offer a quick and efficient online rent payment & collection solution as well as a property management solution, making life easier and rewarding for both landlords and tenants. As a growing startup, we are excited to start expanding our team to grow our operations in Kuwait. Explore what we do in more detail on our website.

Job Duties & Responsibilities:

• Build and maintain strong business relationships with the new and existing Ajar B2B customers to build loyalty and retention.


• Assist new customers in getting started with the company's products or services, ensuring a smooth onboarding & training process.


• Responsible for onboarding and KYC verifications of new clients on Ajar platform.


• Conduct onboarding activities outside the office, meeting customers at their locations as needed.


• Verify and qualify new landlord details.


• Verify the KYC Documents such as National ID/ Commercial License, Activation Form, and/or Contract, Property ownership, etc. of the landlords and make sure it complies with the internal procedures.


• Check and confirm the activation form/contract is completely filled and signed.


• Verify bank details, and add the same to the Ajar system.


• Add the properties and import tenants to the landlord's Ajar system and link to the desired bank.


• Confirm Zendesk ticket on the account activation.


• Reviews escalated support tickets that need immediate attention.


• Prepare the needed reports relating to accounts creation and onboarding


• Assess new client onboarding gaps and implement process enhancements to improve client onboarding experience.


• Maintain accurate customer records, interactions, and feedback in the company’s CRM (Customer Relationship Management) system.


• Provide training to Ajar customers when needed (online and offline).


• Follow up with the existing subscribers, identify upselling/cross-selling opportunities and ensure renewals are paid on time.


• Gather feedback from customers about their experiences and relay this information to relevant departments for improvement.


• Develop and implement strategies to retain existing customers, reducing churn rates. Implement customer retention programs, loyalty initiatives, and special offers to retain and reward valued customers.


• Generate reports and analyze data related to customer interactions, satisfaction, and trends to provide insights for decision-making.


• Collaborate with colleagues in sales, marketing, and support teams to ensure a cohesive and positive customer experience.


• Conduct customer satisfaction surveys to assess service quality and gather insights for improvement.


• Conducting market research to identify new customer segments and opportunities.


• Possess in-depth knowledge of the company's products or services to provide accurate information and guidance to customers and stay updated on industry trends, best practices, and emerging technologies to enhance the overall customer experience.


• Maintain a feedback loop with product development teams to communicate customer needs and preferences, contributing to product improvement.


• Manage and immediate conflicts or disputes between the company and customers, striving for mutually beneficial resolutions.
  

Qualifications Required:

• 8+ years of experience in sales, account management, or equivalent roles.


• Basic understanding of economic, legal, and regulatory factors around e-payments services.


• Experience in the real estate market is a plus.


• Experience with CRM’s like Zendesk and Hubspot is needed.


• Experience working with SAAS SaaS-based business is desired.


• exceptional sales and negotiation skills.


• Strong B2B customer service and client management skills. 


• Skilled in upselling and cross-selling.


• High level of numeracy and literacy.


• Courteous and professional, with the ability to handle different customer personality types.


• Excellent téléphone étiqueté.


• Strong computer skills in Google tools (Google Docs, Sheets, and Slides, etc.)


• Excellent verbal communication, fluent in Arabic & English.


• Excellent writing skills, in Arabic & English.


• Flexibility to conduct onboarding and customer meetings outside the office.


• Valid driving license with a clean record.