Responsibilities
Acting as the day to day contact for a number of clients; developing, managing and enhancing new and existing client relationships to ensure client retention, revenue and growth as well as promoting company and its services through excellent customer service.
- Acting as a dedicated Account Manager responsible for overall relationship and customer support for a number of clients.
- Client Liaison - providing specific information and progress reports in response to clients' enquiries / Handling all levels of enquiries from customers
- Building long term relationships with the assigned clients
- Maintain and improve client satisfaction and performance;
- Maintain up to date client documentation including Service Level Agreements and Terms of business, Meeting Minutes and Client Guides
- Promoting and discussing new services with Clients
- Handling SLA reviews of clients
- Communicating SLA changes to Service Deliver Teams
- Leading frequent Client meetings (face to face and/or conference calls)
- Conducting Client Trainings
- Generating MI reports and presentations
- Setting up and maintaining corporate operating systems with client specific information and user access
- Presenting marketing materials to clients and informing them about procedural changes
- Providing Technical support for Client and Candidates
- Liaising between Service Delivery teams and Client when additional information needed
- Cooperating with Service Delivery teams to ensure quality and timely service
- Obtaining volume predictions from clients and feeding back to Operations
Requirements
- Minimum degree in any fields
- Minimum 5 years of experience in managing large or medium size and multiple corporate accounts/clients
- Possesses confidence, strong problem-solving and decision making skills;
- Must be able to provide outstanding customer service
- Must be independent, eager to learn and patient
Octavius, Whei Jie Yong EA License No.: 02C3423 Personnel Registration No.: R1110096
