Client Experience Executive at J3 Holdings

Responsibilities

• Cultivating solid relationships with clients through the provision of exceptional after-sales service.
• Creating a positive on boarding experience for all new clients.
• Regularly interacting with clients through telephone calls, email communications, or face-to-face meetings.
• Persuade customers to reconsider the rollover of their investments instead of liquidation.
• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants.
• Develop feedback or complaints procedures for customers to use.
• Improve customer service procedures, policies and standards for your organization or department.
• Learn about your organization’s products or services and keep up to date with changes.
• Keep accurate records of discussions or correspondence with customers.
• Conduct studies and research to discover new techniques necessary for improving client experience.
• Source for new business prospects and follow up on referrals from existing clients.
• Ensure that all records of all existing and potential clients are properly maintained and updated.
• Ensure timely communication of information regarding investments to both client and management.
• Ensure effective and timely communication of information to both client and management on any pre-liquidation and post liquidation of investment.
• Ensure that client inquiries are responded to in a timely and professional manner.
• Ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issues.
• Draft client service agreement providing details on scope of service and compensation.
• Provide accurate, valid and complete by using the right methods/tools
• Keep records of customer interactions, process customer accounts and file documents.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Requirements and Skills

• B.Sc / BA in Business Administration, Marketing or any Finance related field.
• Required experience of 3 - 5 years as a Client Relations Manager or Relationship Manager.
• Gender preference: Female
• Background in customer service industry
• A customer-oriented attitude
• Excellent communication and negotiation skills
• Problem-solving aptitude
• Ability to work well with a team
• Excellent interpersonal skills.
• Ability to network and build business relationships.