Job Description
FILING INFORMATION Position
Executive – Key Accounts Department
Express Business, Customer Service
Location
Regional (South)
Job Band
2
Reports to
Asst. Manager – Key Accounts
ROLES & RESPONSIBILITIES Key responsibilities
- Manage a high volume of inbound email traffic, supplemented with phone contact, to assess customer needs
- Prepare detailed reports, as required, for customers
- Respond to customer inquiries with the intent of providing customer satisfaction, retention, and increasing revenue spend which includes new lanes and services
- Review customer inquiries, problems, requests and suggestions to determine the appropriate solutions and/or responses
- Perform first level root cause analysis
- Any critical escalation from client related to closure has to be highlighted to senior level,
- Arrange for expedited service recovery for shipments, when necessary
- Revert back to the client with update/closure in the given timeline.
- Need to share the closure file with every client.
- Responsible for billing and payment collection from the customer.
- Maintaining an accurate record of all existing and potential customers.
- Responding to customer inquiries in a timely and professional manner.
- Serve as the link of communication between key customers and internal teams
QUALIFICATIONS & COMPETENCIES
- Graduate, with Sales & Marketing background
- Minimum of 2 -5 years of experience in retail sales
- Good communication and listening skills.
- Should be a team player
