CLIENT SERVICE EXECUTIVE

DUTIES AND RESPONSIBILITIES

• Build and maintain relationships with clients, ensuring that their needs are met and that their concerns are addressed promptly;
• Manage client expectations, understand their business objectives, and communicate those objectives to the team responsible for delivering services;
• In liaison with the Project Manager, coordinate service delivery, ensuring that services are delivered on time, within budget, and to the client’s satisfaction;
• Develop service strategies that align with the client’s business objectives in collaboration with the team responsible for delivering services;
• Resolve client issues promptly and efficiently, working closely with the team responsible for delivering services to ensure that issues are addressed in a timely manner;
• Provide regular reports to senior management on the performance of the company’s services and conduct analysis to identify areas where service delivery can be improved;
• Identify opportunities to upsell and cross-sell services to existing clients and work with the sales team to develop proposals for additional services.
• Review tickets daily and ensure that they meet the severity levels as outlined in the client’s Service Level Agreements (SLA’s).
• Ensure at all times SLA’s response time are met for each client; and in case of failure, make the necessary notifications and highlight remedial measures.
• Ensure Client’s reports are shared as per Client’s SLA.
• Ensure that the content of Client’s report is analyzed and gives a true and actual picture of the services rendered to them by the company; this is in close liaison with the Team Lead – Quality Assurance.
• Conduct quarterly survey and give feedback to Management of severity levels.
• Conduct quarterly client visits and monthly Client calls to review reports.
• Proactively work as an inside sales opportunity.
• Track SLA and software renewals.
• Other tasks and assignments ordinarily engaged in by a Client Service Manager by custom and usage and/or as assigned.
• Keep necessary records and documentation of Client interactions.
• Contributing to the annual strategy, sales and marketing plan.
• Be a person of positive influence in the office and lead by example in adhering to Company policies and Culture.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Degree/ Diploma in business management, communication or related field
• 3 years of experience in a similar role in an IT set up
• Working knowledge of Customer Relationship Management (CRM) software
• Strong interpersonal and communication abilities
• Problem-solving skills to address client concerns effectively

HOW TO APPLY

• If you meet the above qualifications, skills and experience share CV on

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• Interviews will be carried out on a rolling basis until the position is filled.
• Only the shortlisted candidates will be contacted.