Responsible for the relationship's basis with premium customers (create moments of truth), and are accountable for proactively driving improvement, development of the service including retention new acquisitions and ensuring contractual obligations are met.
Key accountabilities and decision ownership:- Building and maintaining relationships with clients and key personnel
- Conducting reviews to ensure clients are satisfied with their products and services.
- Alerting the sales team to opportunities for further sales within key clients.
- Letting customers know about other products the company offers.
- Achieving client relationship targets and KPI's as set.
- Escalating and resolving areas of concern as raised by clients and keeping them updated.
- Carrying out client satisfaction surveys and reviews.
- Monitoring customer contacts against service level agreements and flagging potential issues.
- Updating the CRM and ensuring account managers are aware of changes within clients.
- Handle the outbounds tasks for the premium and HV customers
- Handle escalations and complaints and follow up on them
- Return port out customers
Qualifications for Internal Candidates
Education & Skills
High School / Diploma
MS Excel & PowerPoint
Knowledge and Experience:
- Fluent in both Arabic and English
- Strong interpersonal skills and an ability to build rapport with customers.
- Computer literacy, Windows Operating Systems and internet applications
- Previous experience working as a client relationship manager or a track record of managing client relationships.
