Purpose of the Role: The purpose of this role is to manage and nurture relationships with our key accounts, providing unparalleled service to maximize satisfaction and retention. The Key Accounts Customer Care Agent is responsible for understanding the unique needs of key clients, addressing their concerns, and collaborating with internal teams to deliver exceptional service.
Duties and Responsibilities
Client Engagement Engage with key accounts through various channels. including phone and email. to understand their needs and provide personalized support. Issue Resolution: Effectively resolve client issues and concerns in a timely manner, collaborating with internal departments to find solutions that meet or Account Management: Proactively manage key accounts by monitoring usage, identifying opportunities, and ensuring overall client satisfaction Communication: Maintain clear and concise communication with key accounts, keeping them informed about any relevant information. Feedback Collection: Gather feedback from kev accounts to identifv areas for improvement and communicate insights to the relevant teams for continuous enhancement or our service Documentation: Maintain accurate records of client interactions, feedback, and resolutions in the customer relationship management (CRM) system.
Qualifications and Experience
Diploma in a related field. Professional dualication Qualification by experience - only applicable if the incumbent has been in the same role for a minimum of 5 years.
Experience 3 to 5 vears in similar role or previous experience in customer care and key account management
