Account Manager | Client Relationship Officer | Relationship Manager (ICT Industry)
CRM | Client Support | Customer Service

Responsible for the operational implementation of customer retention strategy. First point of contact is to ensure the resolution of customer queries and pro-actively manage customer satisfaction through the application of customer relationship management processes and policies.

Responsibilities:

Perform accurate monthly reporting based on cost, SLA and volume
Manage client issue logs
Ensure process is followed for asset register to be updated as and when required
Maintain and manage customer fleet, ensuring all units’ details are updated when required, including units being removed and or added / swapped
Ensure billing report is compiled and communicated accurately and timeously
Ensure awareness of all CPI increases and prime rate adjustments as per contract agreement and ensure these are implemented accordingly
Ensure all annexures and / or addendums are received and communicated to the relevant departments
Submit monthly reports to customers of any outstanding payments and provide feedback to the company on proposed resolution
Manage any changes in client environment and ensure it is in line with company standards
Inform customer when delivery and installation will take place; complete a customer satisfaction survey after implementation to ensure installations problems are resolved
Ensure all movements are recorded and updated on the relevant systems and / or document
Ensure customer change control process is adhered to at all times by the company
Ensure company change control processes are adhered to at all times by the customer
Address operational problems and day-to-day escalations and ensure they are resolved
Identify gaps and / or problems within operational processes and drive to resolution with relevant department managers
Review and improve operational processes on a regular basis where possible
Ensure that calls are attended to within SLA and obtain cause analysis for failed calls
Manage customer expectations
Ensure applicable reports (useage report) are communicated to the customer and the relevant account manager to address optimization requirements
Conduct regular site visits with customer to ensure customer satisfaction is experienced
Present quarterly steerco report and recommend improvements and or items that can be addressed to improve their environment

Requirements:

Matric / Grade 12
Relevant tertiary qualification preferred
3 - 5 years of experience in a service delivery environment
Experience in the ICT industry advantageous (i.e. IT, OA or Telecommunications)
Proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint)

Market related cost to company including benefits based on qualifications and experience
Only South African citizens who have a clear credit record and no criminal record are eligible to apply for this role