Customer Relationship Specialist

Key Responsibilities

Account Management -

• Conduct monthly submission of invoice to all managed Clients
• Upscale the number of Clients using electronic submission of invoices and online payment
• Account reconciliation for Clients
• SLA renewals in line with the contractual agreement
• Prompt response to request on issues related to the Clients
• Conduct annual Client’s satisfaction survey; identify gaps, strength and areas for improvement
• Perform any other duties as assigned by the Head of unit

Conflict Management

• Ensure that issues are resolved timely with Clients in line with the SOP
• Help promote and maintain a positive Company’s image
• Resolve any customer complaint promptly and professionally

Relationship Management

• Identify key staff in client companies to cultivate profitable relationships
• Initiate periodic communications with Clients on products and Services
• Help promote and maintain a positive Company’s image
• Seek opportunities to cross-sell or up sell to existing client
• Work with internal departments to ensure the Company meets client’s expectation
• Understand the problem and challenges of clients and identify ways the business could better address those needs
• Maintain good relationships with clients, that the business can maximize the value of those relationship

Reporting and Documentation

• Weekly and monthly submission of report in line with the KPI
• Filling of contact report, correspondences and invoice in line with the departmental SOP

Qualifications

• Minimum of a Bachelor’s degree or equivalent in a related field.
• MBA or related Master’s degree would be added advantage.
• Relevant professional certification from a recognized body
• Absolute command of Microsoft Office application (MS Word, Ms Excel, Outlook, Power point and CRM software)

Experience

• The ideal candidate will be expected to have a minimum of 3 years’ experience in a customer service or Account management role