Customer Relationship Executive

Responsibilities

• Customer Engagement:
  Serve as the primary point of contact for key clients, ensuring proactive and effective communication. Build and maintain long-term relationships to drive customer satisfaction and loyalty.
• Account Management:
  Monitor and manage customer accounts, understanding their unique needs and expectations, identifying potential areas for additional services, and ensuring contract compliance.
• Problem Resolution:
  Address and resolve client issues, coordinating with technical teams to facilitate solutions. Ensure customer concerns are handled promptly and effectively, escalating when necessary.
• Client Onboarding:
  Oversee the onboarding process for new clients, ensuring smooth integration and alignment with the client's goals and expectations.
• Service Optimisation:
  Work closely with IT teams to ensure services are aligned with customer needs, track performance metrics, and provide feedback to enhance service delivery.
• Sales Support:
  Identify opportunities for upselling or cross-selling additional services that could benefit the client, collaborating with sales and marketing teams to ensure consistent messaging.
• Customer Feedback:
  Regularly gather and analyse client feedback, using insights to improve customer experience and refine services and processes.
• Reporting and Analysis:
  Maintain records of client interactions and outcomes. Provide regular reports on customer satisfaction, account performance, and other key metrics to senior management.

• College diploma or university degree.
• Exceptional written and oral communication skills.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships at all levels.
• Experience writing proposals for technical solutions to fulfil business needs.
• Strong problem-solving abilities, with a focus on delivering proactive solutions.
• Ability to work in a fast-paced environment and manage multiple client accounts.
• Proficiency in CRM software and the MS Office Suite.
• Ability to work under moderate supervision.