Key Account Manager at Terawork

Key Responsibilities

• Provide optimum customer relationship as required to maintain and enhance existing business, resulting in repeat business, and preventing customer churning.
• Escalation of all clients payment issues to assigned Sales Representatives for follow up in a timely manner
• Follow up on all clients WHT remittance, collection of Credit Notes for remitted WHT from clients and internet subscription on a monthly basis.
• Improve the overall customer relationship, delivering reliable administrative support and customer service.
• Schedule and conclude status meetings with appropriate development resources and customers.
• Provide proper account reconciliation and credit notes to customers for down time experienced.
• Maintain complete and accurate customer correspondence data.
• Assist sales team in business acquisitions, planning, retention and management.
• Develop and update client related reports.
• Identify and report on continuing problems in an effort to minimize future negative customer impact.
• Proactively follow up disconnected clients to get their links reconnected and resolve issues.
• Manage customer portfolios to maximize relationship building opportunities.
• Run periodic customer satisfaction surveys.

Specialization

• Client Relationship Management, Retention, Revenue Collection and Account Reconciliation.

Job Requirement

• BSc/HND in any related field or equivalent.
• 3+ years' Client Relationship experience. Preferably in an Internet Solution Provider client facing environment while being professional and Customer focused.
• Stays calm under stress and proactive in problem solving.
• Tactful, courteous, and possess the ability to build profitable relationships with Clients.
• Active listener, articulate speaker, and adaptable to client peculiarity.
• Great telephone etiquette; ability to hold a decent conversation over the phone, processing information received from clients and giving accurate responses to clients.
• Ability to function in a multi-tasking environment.
• 3+ years PC experience using electronic messaging systems (emailing, texting and chatting), office productivity software (such as Excel, Word processing, Microsoft Outlook and internet surfing).