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Account Service Specialist
2 months ago
Macildowie Recruitment and Retention is seeking a highly skilled Customer Service Executive to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and building strong relationships with our clients.
Key Responsibilities- Manage existing client relationships by making and taking client communications, either by phone or email.
- Act as the interface between Sales, Operations, and Finance functions and our customers.
- Plan, schedule, and facilitate customer care appointments and use the company sales process and defined pricing and policies of the business.
- Maximise retention performance, growth potential, and reduce revenue losses in the assigned customer base in line with company expectations.
- Work closely with immediate customer service colleagues, sales, and marketing leadership teams, as well as regional Service Operations, Credit Control, Billing, and IT to enhance the service offering available to their portfolio of customers.
- Use the company defined IT systems to effectively manage customer query resolution cases, pipelines, report activity, track sales, send contracts to clients, book appointments, and communicate both internally and externally in a professional manner.
- Ensure all data which is inputted is accurate specifically when completing tasks such as order creation, customer instruction details, customer account creation, and invoicing requirements.
- Attend internal meetings and trainings fully prepared with relevant current data on customer demand requirements and market opportunities, promoting a positive and professional customer-oriented approach to ensure the high standards required by the company for customer service.
- Follow the Company policies for team members, especially but not limited to the Commercial DOA, Pricing book, SFDC policies, Tender and bidding processes, and standard codes of Ethics and Health and Safety that ensure the business is a great place to work for all team members.
- Carry out market research and maintain knowledgeable about the Washroom and consumable markets in the defined territory, including awareness of competitor activity and new legislation, sharing with your team members and sales leadership teams as appropriate.
- Investigate, analyse, and resolve customer satisfaction complaints and service issues from assigned accounts and manage the cancellation applications and log in accordance with company processes and policies.
- Drive customer focus and ownership throughout the business to ensure the speedy resolution of customer queries.
- Consistently follow the business process when updating business systems and records to ensure customer details are kept accurate and up to date.
- Highlight any areas of non-compliance to the appropriate Functional Managers so that these can be managed in a consistent manner.
- Build strong relationships with all colleagues and internal customers to ensure that all external customers experience excellent levels of service.
- Achieve the agreed administration KPIs and standards.
- Administration experience in a Sales or Customer-facing Contact Centre environment.
- Experience in the consistent use of different systems and Microsoft software packages.
- Experience in the ability to meet robust targets that focus on customer care and attention to detail.
- Desirable: Knowledge of the washroom or consumable industry markets.
- Able to understand Sales-related IT systems and use them effectively to manage pipelines and sales activity.
- Outbound calling - soft selling skills.
