Customer Relationship Manager

Duties and Responsibilities

o Provide optimum customer relationship as required to maintain and enhance existing business, resulting in repeat business, and preventing customer churning.

o Escalation of all clients payment issues to assigned Sales Representatives for follow up in a timely manner

o Follow up on all clients WHT remittance, collection of Credit Notes for remitted WHT from clients and internet subscription on a monthly bases.

o Improve the overall customer relationship, delivering reliable administrative support and customer service.

o Schedule and conclude status meetings with appropriate development resources and customers.

o Provide proper account reconciliation and credit notes to customers for down time experienced.

o Maintain complete and accurate customer correspondence data.

o Assist sales team in business acquisitions, planning, retention and management.

o Develop and update client related reports.

o Identify and reports on continuing problems in an effort to minimize future negative customer impact.

o Proactively follow up disconnected clients to get their links reconnected and resolve issues.

o Manage customer portfolio to maximize relationship building opportunities.

o Run periodic customer satisfaction survey.

Qualifications & Experience

o B.Sc/HND in any related field or equivalent.

o 4+ years’ Client Relationship experience. Preferably in an Internet Solution Provider client facing environment while being professional and Customer focused.

o Stays calm under stress and proactive in problem solving.

o Tactful, courteous, and possess the ability to build profitable relationship with Clients.

o Active listener, articulate speaker, and adaptable to client peculiarity.

o Great telephone etiquette; ability to hold a decent conversation over the phone, processing information received from clients and giving accurate responses clients.

o Ability to function in a multi-tasking environment.

o 3+ years PC experience using electronic messaging systems (emailing, texting and chatting), office productivity software (such as Excel, Word processing, Microsoft Outlook and internet surfing).

Skills and Specifications

o Fluency in English; excellent communication (Oral & Written) skills, interpersonal skills and superb listening skills.

o Knowledge of account management and relationship building process; Prior experience in business development process will be an advantage.

o Must meet strict deadlines.

o Ability to type fast, receiving and sending large email correspondence to clients.

o Ability to make large number of calls and receiving same from clients.

o Excellent knowledge basic accounting principles; account reconciliation, Taxation (Withholding Tax & Value Added Tax application) and aggressively follow up on client’s debts/revenue collection.

o Good knowledge of invoicing and preparation credit notes to clients.