Job Summary

The Customer Relationship Executive will be responsible for developing positive customer experience, fostering strong customer relationships, and supporting brand loyalty. He/she is responsible for engaging with key customers to ensure they are satisfied with the company’s solutions and improve on areas of dissatisfaction.

Duties and Responsibilities

• Serve as the main point of contact in all matters related to client concerns and needs.
• Handling inquiries and requests from customers and addressing their needs.
• Building and strengthening client relationships to achieve long-term partnerships.
• Maintaining and updating accurate client records, keeping track of any contract updates, service contracts, and renewals.
• Stay on top of accounts, making sure they receive services that are within their budget and meet their needs.
• Proactively identify route cause of clients’ complaints and resolve them in collaboration with involved departments to reduce repeat complaints.
• Identify service gaps and advise the client and management accordingly with resolutions.
• Offer support to the collections team regarding client accounts and all outstanding bills
• Work with operations, technical, sales, and other internal teams to develop strategic marketing plans ensure client KPIs are being met, and resolve any service-related concerns.
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients and communicate the opportunities to the sales team regularly.
• Meet regularly with other team members to discuss progress and find new ways to improve business.
• Create and present reports and business reviews to clients and internal stakeholders including but not limited to status reports, meeting agendas, minutes, and action logs.
• Cross-selling and upselling of the company and showcasing the company’s products to potential and current clients.

Minimum Requirements and Competencies

• 2 to 3 years job related experience especially in customer service, sales fields
• First degree in business administration or related field
• Proficiency with common customer success and customer relationship management software, such as FreshSales, Odoo, Salesforce, and Zoho.
• Professional certifications (ex: from Strategic Account Management Association).
• Able to be effective on the phone and in person with internal and external customers
• Strong written and verbal communication skills.