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Customer Relations Executive
3 months ago
Address and resolve customer inquiries andconcerns in a timely and efficient manner via email andtelephone.
Build expert dynamic knowledge of thecompanys products and services.
Document and reportrecurring customer feedback and issues.
Supportcolleagues deal with difficult customer situations.
Create invoices for customers/chase outstandingpayments.
Monitor and manage customer feedback andsatisfaction metrics.
Provide insights based on customerfeedback to assist in business decisionmaking.
Scheduleengineers workload.
Process parts requests fromengineers.
Manage customer accounts buildrelationships/rapport with these customers.
Coordinatewith Service Engineers and Customers to process staff vettingrequirements.
Update customer portals with relevantinformation/documentation.
Fulfill any other reasonablerequests as determined by the company aligning with the role skillsand experience.
Visiting to the existing customers forbuilding and maintaining strategic & longtermrelationships
Retention of the customers by providingthe best possible services and being the dedicated point of contactfor the customers
Maintaining customer SLA for PMs &break down calls.
Coordinating with internalteam/department & ensuring that customer requests are respondedto in an accurate and timely manner.
Handling secondlevel escalations and resolutions
Updating &maintaining records for QHSE audit Key responsibilities related tocontributing to our service Growth:
Meet personal/teamqualitative and quantitative targets by explaining the benefits ofadditional products and services to customers and seizingopportunities to sell.
Ensure that our customers movingfrom product warranty period to regular operations are introducedto our service offering and its benefits.
Upsellcontracts when noncontracted customers reach out to us for servicesupport as well as support identifying service opportunities fromthe existing customer base overall.
Ensure that ourservice opportunities are systematically followedup.
Guarantee timely service contract renewal supporting overallcustomer retention through exceptional customer service andexperience.
Making monthly sales flash for AMCnew/renewals/lost orders for the regions & sending to HO forconsolidation
Preparing & send renewal proposals tothe Clients. 2(2)
What you need to have:
Previous experience of working in customer facing role within afastpaced environment. Hospitality and Retail experience works wellfor us.
Prior experience of working with keyaccounts
Experience within sales and servicecoordination.
Leadership skills
Growth mindset
Solutionsoriented.
Excellent listening andcommunication skills
Relationship Managementskills
Team Oriented
Excellent multitasking/attention to detail
Ability to remain calm under pressure.
Excellent problemsolving skills
ExcellentMicrosoft office skills
What will make you standout
Interest in security andtechnology
Being able to connect instantlyand build rapport easily.
Proven trackrecord of exceeding targets
Able todemonstrate you are obsessed with giving great service.
Experience of working with ERP systems
Flexibility sometimes things change and so will yourpriorities.
Demonstrate excellence inexecution.
Why join us.
We offer a trulygreat place to work but dont take our word for it our own team havesaid the following:
No micromanagement weare trusted to do a good job.
We have acollaborative culture with a nonhierarchical style ofworking.
We are given the tools we need todo a good job.
Your opinion is alwayswelcome.
We are always looking at new andinnovative ways of working.
We are a teamand help each other out
