The Customer Relationship Executive will be responsible for developing positive customer experience, fostering strong customer relationships, and supporting brand loyalty. He/she is responsible for engaging with key customers to ensure they are satisfied with the company’s solutions and improve on areas of dissatisfaction.
Duties and Responsibilities
- Serve as the main point of contact in all matters related to client concerns and needs.
- Handling inquiries and requests from customers and addressing their needs.
- Building and strengthening client relationships to achieve long-term partnerships.
- Maintaining and updating accurate client records, keeping track of any contract updates, service contracts, and renewals.
- Stay on top of accounts, making sure they receive services that are within their budget and meet their needs.
- Proactively identify route cause of clients’ complaints and resolve them in collaboration with involved departments to reduce repeat complaints.
- Identify service gaps and advise the client and management accordingly with resolutions.
- Offer support to the collections team regarding client accounts and all outstanding bills
- Work with operations, technical, sales, and other internal teams to develop strategic marketing plans ensure client KPIs are being met, and resolve any service-related concerns.
- Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients and communicate the opportunities to the sales team regularly.
- Meet regularly with other team members to discuss progress and find new ways to improve business.
- Create and present reports and business reviews to clients and internal stakeholders including but not limited to status reports, meeting agendas, minutes, and action logs.
- Cross-selling and upselling of the company and showcasing the company’s products to potential and current clients.
Minimum Requirements and Competencies
- 2 to 3 years job related experience especially in customer service, sales fields
- First degree in business administration or related field
- Proficiency with common customer success and customer relationship management software, such as FreshSales, Odoo, Salesforce, and Zoho.
- Professional certifications (ex: from Strategic Account Management Association).
- Able to be effective on the phone and in person with internal and external customers
- Strong written and verbal communication skills.
Interested candidates should send their comprehensive CV and cover letter to [email protected] indicating on the email subject the position they are applying for by 10th November 2023. Kindly note that only shortlisted candidates will be contacted.