Client Service Executive

Job Purpose
To support the delivery of a professional and personalised client experience at EightyTwo through client communications, reception operations, meeting coordination and sales administration. The role supports the Client Service Manager in managing client enquiries, maintaining the sales pipeline and lead funnel, and ensuring accurate records and timely follow-ups to support business development and client satisfaction

Key Responsibilities

A. Client Experience and Relationship Management

• Manage the sales pipeline and lead funnel including tracking prospective clients from initial enquiry through to consultation and conversion, monitoring lead status and follow-up activities, maintaining sales records, and coordinating with relevant stakeholders to support business development objectives
• Serve as the primary point of contact for leads and clients
• Demonstrate strong public relations and client relationship management skills by proactively addressing client concerns, managing service-related issues and handling escalations with professionalism and tact. Take appropriate action to minimise negative client experiences, restore client confidence and maintain positive client relationships and satisfaction
• Maintain accurate client records and escalate sensitive or complex matters to the relevant personnel

B. Concierge and Front of House Operations

• Manage the reception area and its readiness, concierge hotline, hospitality towards all guests
• Greet and attend to clients and all visitors, offering, serving drinks and keeping a logbook of all visitors
• Prepare meeting rooms, coordinate room bookings and ensure that necessary equipment, materials and refreshments are available

C. Meeting and Appointment Coordination

• Schedule all sales meetings pertaining to client consultations and appointments
• Manage meeting invitations, confirmations, reminders and relevant logistical arrangements
• Attend designated meetings to record minutes, document key decisions and track follow-up actions
• Coordinate with relevant stakeholders to ensure meetings are conducted smoothly and efficiently

D. Lead Management and Sales Administration

• Maintain and update the client database, leads report, and sales pipeline with accurate information
• Track prospective client enquiries, lead status, follow-up actions and outstanding matters
• Prepare client-related reports, meeting documents and supporting materials for sales meetings
• Maintain proper records and filing of client communications and relevant documentation

E. Marketing and Cross-functional Support

• Support the Marketing team to identify opportunities to enhance client engagement and improve the overall client experience
• Assist in maintaining consistent Company branding and service standards across client touchpoints

F. General and Ad Hoc Responsibilities

• Maintain confidentiality of client information and comply with Company policies, procedures and data protection requirements
• Identify opportunities to improve client servicing processes and operational efficacy
• Execution of ad-hoc duties as instructed by the CEO

Job Requirements
Education

• Diploma or Bachelor's degree in Business Administration, Hospitality Management, Marketing, Communications or related discipline; relevant experience may be considered in lieu of formal qualifications
• Candidates with relevant professional experience and a demonstrated track record in client service management may be considered in lieu of a relevant academic qualification

Experience

• Preferably 1-3 years of relevant experience in client servicing, customer service, hospitality, reception, luxury retail or administrative support
• Experience in managing client enquiries, appointments, databases or sales administration would be an advantage
• Exposure to interior design, architecture, property or other premium service environments would be beneficial

Skills and Competencies

• Strong service orientation and ability to provide courteous, professional and personalised client experiences
• Good written and verbal communication skills, with the ability to interact professionally with clients and stakeholders
• Strong organisational and multitasking skills, with the ability to manage appointments, meeting arrangements and follow-up activities
• Good attention to detail in maintaining lead records, updating sales pipelines and tracking outstanding enquiries
• Proficient in Microsoft Office applications, particularly Outlook, Word and Excel; experience with CRM is an advantage
• Demonstrates professionalism, discretion, accountability and the ability to handle confidential client and commercial information
• Proactive, dependable, adaptable and able to work collaboratively while managing assigned responsibilities independently