Client Service Representative

Responsibilities:

• Client Communication: Serve as a primary point of contact for clients, responding to enquiries professionally and promptly through phone calls, emails, WhatsApp, and in-person meetings.
  
• Client Relationship Management: Build warm, respectful, and professional relationships with clients, making them feel welcomed, valued, understood, and confident in OCP’s services.
  
• Understanding Client Needs: Listen carefully to clients, ask the right questions, understand their event expectations, and ensure their needs are properly communicated to the relevant team.
  
• Client Meetings: Attend to clients one-on-one, communicate confidently, explain OCP’s services clearly, and maintain a polished, friendly, and professional manner at all times.
  
• Luxury Customer Experience: Represent OCP’s premium brand through excellent communication, elegant presentation, good manners, emotional intelligence, and attention to detail.
  
• Enquiry and Booking Management: Receive and record enquiries, follow up with prospective clients, track booking progress, and ensure no client enquiry is neglected.
  
• Client Expectations: Communicate approved information about services, timelines, processes, and deliverables clearly. Ensure clients understand what has been agreed upon and avoid making promises without approval.
  
• Coordination with Internal Teams: Work closely with the Project, Creative, Operations, and other relevant teams to ensure client requests, feedback, and approved changes are properly communicated.
  
• Client Feedback and Complaints: Listen calmly to complaints, show understanding, resolve issues within approved limits, and escalate sensitive or serious matters to the appropriate manager.
  
• Client Records and Documentation: Maintain accurate records of client details, enquiries, meetings, preferences, feedback, follow-ups, and booking status using OCP’s approved tracking system.
  
• Follow-up and Service Delivery: Follow up with clients at the appropriate stages of the service process, confirm that outstanding questions are addressed, and help ensure a smooth client experience from first enquiry to project completion.
  
• Professional Appearance and Conduct: Dress smartly and elegantly, maintain good personal grooming, speak clearly and respectfully, and demonstrate confidence, discretion, and excellent social etiquette.
  
• Pressure and Problem Management: Remain calm, organised, and solution-focused during busy periods, difficult conversations, tight deadlines, and changing client expectations.
  
• Confidentiality: Protect clients’ personal information, event details, budgets, conversations, and other confidential company information.
  
• Service Improvement: Gather client feedback, identify recurring concerns, and recommend practical ways to improve OCP’s client experience and service standards.
  
• Reporting: Submit timely updates and reports on enquiries, prospective clients, follow-ups, confirmed bookings, complaints, client feedback, and outstanding issues to the designated supervisor.

Requirements:

• A minimum of 2 years of experience
• A minimum qualification of OND