Senior Client Services Specialist

🏗 We're Hiring: Senior Client Services Specialist

Location: United Arab Emirates (Remote)

Employment Type: Full-Time

Experience Level: Mid-Level to Senior

Work Arrangement: Fully Remote

About Us

We are a construction-focused organization committed to delivering complex projects through disciplined contract management, operational excellence, client relationship management, and collaborative project delivery. Our distributed teams collaborate across Project Management, Construction, Engineering, Procurement, Commercial, Legal, Finance, Human Resources, Design, Quality, HSE, Consultants, Contractors, Suppliers, Logistics, Administration, Information Technology, and Executive Leadership to provide reliable client support, strengthen stakeholder relationships, improve service delivery, and ensure successful project outcomes.

The Role

We are seeking an experienced Senior Client Services Specialist to manage client relationships, coordinate service delivery, resolve complex inquiries, and maintain high standards of client satisfaction across the organization. The ideal candidate will bring strong expertise in client relationship management, stakeholder communication, service coordination, issue resolution, performance monitoring, and customer experience improvement.

This role will focus on serving as a key point of contact for clients, coordinating internal resources, monitoring service commitments, managing escalations, and ensuring that client requirements are addressed accurately and efficiently. The Senior Client Services Specialist will collaborate with project managers, commercial teams, consultants, contractors, suppliers, and internal departments to maintain transparent communication, strengthen client confidence, and support long-term business relationships in accordance with applicable United Arab Emirates laws and regulations.

Key Responsibilities

• Manage day-to-day client service activities and maintain professional relationships with assigned clients and stakeholders.
• Serve as a primary point of contact for client inquiries, service requests, project updates, and operational concerns.
• Build and maintain strong relationships with clients, project representatives, consultants, contractors, and other external stakeholders.
• Develop a thorough understanding of client requirements, contractual commitments, service expectations, and project objectives.
• Coordinate with internal departments to ensure client requests are handled promptly, accurately, and consistently.
• Monitor client service delivery against agreed service levels, project milestones, contractual requirements, and performance standards.
• Maintain regular communication with clients regarding project progress, deliverables, outstanding actions, and anticipated timelines.
• Respond to client inquiries through approved communication channels and ensure timely follow-up.
• Investigate complex client issues, identify root causes, and coordinate appropriate corrective actions.
• Manage escalated service concerns and work with relevant teams to achieve practical and timely resolutions.
• Maintain accurate records of client communications, service requests, complaints, decisions, and agreed actions.
• Prepare client correspondence, service updates, meeting summaries, and follow-up communications.
• Coordinate client meetings, service reviews, project discussions, and stakeholder engagement sessions.
• Prepare meeting agendas, collect relevant documentation, record decisions, and monitor action-item completion.
• Ensure client commitments are communicated clearly to the responsible internal teams.
• Track outstanding client requests and follow up with relevant stakeholders to prevent delays.
• Coordinate the preparation and delivery of client reports, presentations, progress summaries, and supporting documents.
• Review client deliverables for completeness, consistency, accuracy, and alignment with agreed requirements.
• Support the onboarding of new clients by coordinating documentation, account information, service expectations, and internal introductions.
• Maintain updated client profiles, contact lists, service histories, and relationship management records.
• Ensure client information is handled confidentially and maintained in accordance with company policies.
• Identify opportunities to improve client experience, service responsiveness, and communication effectiveness.
• Collect and analyze client feedback to identify recurring concerns and potential service improvements.
• Conduct client satisfaction assessments, feedback reviews, and follow-up activities where appropriate.
• Monitor client satisfaction indicators, complaint trends, response times, and service performance metrics.
• Prepare periodic reports on client service activities, unresolved issues, performance trends, and improvement opportunities.
• Escalate service risks, recurring complaints, and significant client concerns to the appropriate management personnel.
• Support the development and implementation of client service standards, procedures, and communication protocols.
• Ensure consistent service practices across departments, projects, and client accounts.
• Coordinate with project management teams to communicate schedule changes, deliverable updates, and potential impacts on client expectations.
• Liaise with construction and engineering teams to obtain accurate technical or operational updates for client communications.
• Coordinate with procurement and logistics teams regarding supplier-related delays, material availability, delivery schedules, and outstanding requirements.
• Work with commercial and contract management teams to clarify contractual obligations, scope changes, service variations, and commercial queries.
• Support the coordination of client requests relating to project documentation, approvals, submissions, and handover activities.
• Monitor deliverables and commitments to ensure that agreed client requirements are not overlooked.
• Help resolve communication gaps between clients and internal project teams.
• Ensure that client concerns are documented, assigned to responsible owners, and tracked through resolution.
• Coordinate service recovery activities when delivery issues affect client satisfaction or agreed commitments.
• Maintain a professional, solution-oriented approach when handling sensitive discussions and difficult client interactions.
• Communicate potential project risks, service interruptions, and delivery constraints to clients through appropriate channels.
• Ensure client communications are accurate, appropriately authorized, and aligned with company policies.
• Support contract renewals, account reviews, and ongoing relationship management activities where applicable.
• Identify opportunities to strengthen existing client relationships and support additional service requirements.
• Collaborate with business development and commercial teams to maintain client continuity and support retention initiatives.
• Assist in preparing client proposals, service summaries, presentations, and supporting business documentation.
• Maintain an organized repository of client-related correspondence, reports, agreements, and service records.
• Ensure records are maintained according to document control, retention, confidentiality, and audit requirements.
• Support internal reviews of client service processes and recommend improvements to reduce delays and recurring errors.
• Identify opportunities to streamline client request handling, reporting, approvals, and communication workflows.
• Use approved customer relationship management systems and business applications to maintain accurate client information.
• Ensure client records, service activities, and follow-up actions are entered into the appropriate systems.
• Coordinate with information technology and administrative teams to resolve system access or service-related issues affecting clients.
• Support compliance with contractual service obligations, internal procedures, and applicable regulatory requirements.
• Assist with client-related audits, performance reviews, contractual assessments, and management reporting.
• Coordinate with finance teams regarding client billing inquiries, payment documentation, account discrepancies, and invoice follow-ups when required.
• Work with relevant departments to clarify documentation requirements and resolve administrative issues affecting service delivery.
• Support the preparation of service improvement plans based on client feedback, operational data, and management priorities.
• Monitor the effectiveness of implemented service improvements and report measurable outcomes.
• Share client insights and recurring service issues with relevant teams to support preventive action.
• Promote accountability, responsiveness, professionalism, and a client-focused service culture across the organization.
• Provide guidance and knowledge-sharing support to junior client service team members when required.
• Assist management with workload planning, service coverage, and prioritization of urgent client requirements.
• Balance competing client requests while maintaining service quality, accuracy, and appropriate response times.
• Perform additional client service, stakeholder coordination, and relationship management responsibilities as required by management.