Customer Service Executive - Key Account

Job Purpose
- Provide customer oriented service at all times and act as customers' key contact by responding and satisfying their sales and post sales requirements
- Ensuring smooth day-to-day operations and the coordination of activities to meet service level standards agreed upon.
Main Accountability
Customer:
• Act as the primary contact for customers and liaise with vendors on the service delivery to customers.
• To provide pre and post sales support to customers in all aspects of our service agreement
• Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands.
• Act as the customers' resource point of contact, solving service issues and by liaising closely with the relevant departments and ensure that their queries, problems or issues are dealt with appropriately
• Prepare written correspondence to customers when required to furnish information requested by customers or in dealing with complaint resolution.
• Proactively inform customers on shipment delays and potential service failures.
• Make joint visits to key account customers with sales staff as and when necessary to solicit feedback to improve the service provided to the customers
Processes:
• Provide responsive reply & ensure promptness in handling customers' enquiries
• Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage
• Provide CS hyper care for key/strategic accounts
• Produce information for management necessary to evaluate performance vs. key performance indicators
• Timely management of complaints and claims compensation
• Complete weekly, monthly and quarterly reports as required by customers, management and/or the sales team per prescribed time frames/intervals
Stakeholder Management:
• Liaise with Operations Team and other functions to achieve prompt and efficient resolution of customer issues and queries.
• Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems.
• Active participation in working with internal stakeholders to improve processes by providing data points in areas of service lapse
Finance & Projects
• Engage in cross-functional collaboration and discussion.
• Undertake additional tasks and responsibilities and/or any projects deemed necessary as assigned